Customer Success Specialist Required in London - London

Customer Success Specialist Required in London

We are looking for a strategic, data-oriented, results-driven Customer Success Specialist to engage and retain some of Pluralsight’s largest customers and achieve their desired business outcomes. This role requires you to be a strategic adviser heavily-focused on value, with a consistent record working with large scale customers, partnering alongside them to develop their strategy and to demonstrate Pluralsight’s value towards their success. A successful Specialist has executive presence, builds outstanding relationships, loves data & understanding context behind numbers, is customer centric and shows talent at achieving trusted adviser and advocate status in the customers’ minds. You will work cross-functionally to drive strategic partnerships with a focus on regular customer communications (running QBRs, EBRs, On-site visits, consulting customer on engagement campaigns) to drive positive results and renewals/expansion.

Who You’re Committed To Being

A commercially led individual. We lead all aspects of the renewal process including; broking pricing, contracts and providing accurate forecasting and identifying growth opportunities across your customer accounts
Passionate about Pluralsight’s mission to advance the world’s Tech Workforce
Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing partners & ability to expand customer map
A great teammate, able to handle ambiguity, anticipate and react to changes in a constantly evolving environment. Driven by helping others and chipping in positively to the team
Ability to listen, think logically, strategically, and objection handle to address sophisticated problems
Data driven
Self-motivated, demonstrating an ability to assume responsibility and work autonomously

What You'll Do

Understanding customer needs and strategic priorities. Proactively mitigate risk throughout the customer life cycle, running renewal and negotiation process, and ultimately positioning your accounts for continued growth.
Ongoing customer activity - Optimally navigate, interpret, and leverage provided tools and systems to measure and report on customer experience, customer health, product utilization, and consumed content, and realization of value drivers.
Having an executive presence and demonstrating consultative skills to work and partner optimally
Effectively lead on customer success activities including customer review meetings and success planning sessions
A true standout colleague, partners with sales, solution architects, solution consultants, field marketing and professional services to deliver outstanding customer experiences
Effectively forecast risk, understand and positively influence account health and drive renewal and expansion within customer portfolio
Develop and share standard methodologies with team members to continually improve the quality, effectiveness, and efficiency of our processes.
Meet and exceed quarterly renewal rates and renewal upsell rate, or other targets defined by the business.
Other duties as assigned by leadership

Experience You'll Bring

Ability to perform a value-led discovery with customers, to uncover their business objectives and key priorities
Confer with procurement
Deep understanding of a successful customer success motion - able to implement activities to drive customer health.
Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things.
Self-identifies opportunities for improvement within customer book and creative solutions to problems beyond provided playbooks. Takes the initiative to make and implement change
Organized and capable of highly effective time management
Ability to operate in a fast-paced professional enterprise sales environment.
Fluent in English (additional language is a bonus!)
Positive relationship building skills at the C-Level.
Basic technical knowledge on development and IT solutions. Ability to understand and articulate technical concepts and derive solutions.
Excellent presentation skills & listening skills.
Experience negotiating renewals up to $500k+ ARR
Bachelor's Degree, or equivalent professional experience
3-5 years of multifaceted customer success experience or similar field (sales, pro services, consulting, technical enablement)
Ability to travel 25%
Experience with Gainsight and Salesforce.com preferred

Requirements

Hybrid Work Model: This role follows a hybrid schedule, with on-site work at our Dublin, Ireland office Wednesday and Thursday and remote flexibility on Mondays, Tuesdays and Fridays. This approach helps us collaborate more effectively, make decisions more quickly, and build 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.

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