SVP of Global Customer Success

Job Description:

We are looking for an SVP of Global Customer Success, where you will be at the heart of our mission to ensure customers not only love our products but become powerful advocates. This is more than a leadership role; it's about being the chief architect of our customer experience, owning the strategy, and execution that fuels renewals, retention, and significant revenue growth. If you thrive in a fast-paced environment and are ready to build a world-class customer success organization, we want to hear from you.

Who You Are

• You are a strategic, data-driven leader who is obsessed with customer value.
• With a strong track record of building and leading high-performing teams, you are known for turning strategy into measurable business outcomes like increased renewal rates and a higher Customer Lifetime Value.
• You possess a unique blend of compassion and grit, inspiring your teams to achieve greatness while navigating a competitive market.
• A natural collaborator, you excel at building bridges across sales, product, and marketing to create a seamless and impactful customer journey.
• You are an innovator at heart, always seeking new ways to leverage data, AI, and technology to delight customers and drive efficiency.

What You'll Own

• Customer Success Strategy: You will develop and execute a global customer success strategy that aligns with our business goals, defining clear KPIs for onboarding, adoption, retention, and expansion.
• Business Growth: You will directly influence our bottom line by driving renewal revenue, increasing Net Retention Rate, and reducing churn. You'll also identify and create new opportunities for upsell and cross-sell.
• Customer Advocacy & Retention: You'll build and scale programs that turn customers into advocates. This includes proactive churn mitigation, managing at-risk accounts, and leading efforts to drive long-term loyalty and satisfaction.
• Team Leadership: You'll build, lead, and mentor a high-performing customer success team. You are responsible for creating a culture of continuous improvement and empowering your team members with the tools and coaching they need to succeed.
• Cross-functional Collaboration: You'll be a key partner to our Sales, Product, Marketing, and other business teams, sharing crucial customer insights to drive product improvements and create aligned go-to-market strategies.
• Data & Innovation: You'll use data analytics and AI to drive insights, personalize customer interactions, and optimize our processes. You will continuously look for ways to innovate our customer experience using technology and emerging best practices.

Experience You'll Bring

• 15+ years of proven history of successfully developing and executing customer success strategies in a senior leadership role.
• A strong business acumen with a track record of driving measurable business outcomes, including renewal rates, revenue growth, and customer retention.
• Exceptional leadership abilities with experience building, coaching, and motivating high-performing teams.
• Strong analytical skills and a passion for using data and technology to inform decisions and optimize processes.
• Expert-level negotiation skills with the ability to build rapport and reach mutually beneficial agreements with customers.
• A collaborative mindset and the ability to influence stakeholders at all levels of an organization.
• The adaptability to thrive in a fast-paced, dynamic environment and the drive to continuously innovate.

Requirements

• This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility.
• Travel: Travel expectations differ by role. Some quota-bearing sales positions involve limited travel, while others may involve travel of up to 40%, depending on business needs.

Why you’ll love working here:

• We’re a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location
• We’re mission driven and guided by our culture pillars
• We have a strong commitment to diversity and belonging
• We cultivate a culture of trust, autonomy, and collaboration
• We’re lifelong learners and champion team member growth and advancement
• We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

Physical Requirements:

This role is primarily performed in an office or home office setting and involves standard computer-based work.

EEOC Statement & Accommodations Statement:

Bring yourself. Pluralsight is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We also consider qualified applicants with criminal histories, consistent with EEOC guidelines and local laws.

If you need an accommodation to apply, interview, or perform essential job functions, please visit the bottom of our website to learn how to request an accommodation. Learn more about our commitment to diversity, equity, inclusion, and belonging in our DEIB Report.

Pay Transparency:

The annual US base + variable range for this role is $360,000 - $450,000 OTE USD. Actual compensation will depend on location, skills, experience, and other factors. Additional benefits and bonuses may apply.

Recruiting Scam Notice:

Please be aware of recruiting scams. We’ll only contact you from an @pluralsight.com email or verified channels. We never ask for sensitive personal info or payments as part of the hiring process. All openings are posted on our Careers page.

#LI-DF #LI-Remote