Customer Success Manager (DACH)

We are in search for a Fluent German speaking Enterprise Customer Success Manager (CSM) with a focus on data to engage and retain some of Pluralsight’s largest customers and help them achieve their desired business outcomes. This role requires a consultative approach with a strong focus on value, and a proven track record of collaborating with large-scale customers to develop their strategies and showcase Pluralsight’s impact on their success. A successful CSM builds outstanding relationships, drives data driven insights, is customer centric and shows skill 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 customer obsessed individual partnering optimally with customers across industries to reach their business goals.

• Persuasive, committed & results driven with demonstrable experience in driving action & advancing strategy in large customers.

• Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing collaborators & able to expand stakeholder map.

• A standout colleague, able to handle ambiguity, anticipate and react to changes in a constantly evolving environment. Driven by helping others and contributing positively to the team.

• Ability to listen, think logically, strategically, and tactically to tackle sophisticated problems.

• Self-motivated, demonstrating an ability to assume responsibility and work autonomously
   

What You’ll Do
 

• Understand customer needs and strategic priorities.

• Proactively mitigate risk throughout the customer life cycle and ultimately position your accounts for continued growth.

• Effectively lead activities such as: Regular customer engagements, Quarterly Business Reviews (which are rooted in business knowledge & data driven), Executive Business Engagements, Success Planning & Value led conversations to drive skill and tech strategy advancement.

• Build strategic relationships at the C-Level and are comfortable being the authority in the room through demonstrable consultative skills to work and partner effectively with key customer stakeholders.

• Develop and share standard processes 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.
   

Experience You’ll Bring
 

• Ability to perform a value-led discovery with customers, to uncover their business objectives, key priorities and desired outcomes.

• Deep understanding of a successful customer success motion.

• Proven experience in a Customer Success, account management, or client-facing role, with a track record of driving platform adoption and customer outcomes

• A genuine interest in how people learn and develop, and experience working alongside L&D, HR, or talent teams either in a previous role or as part of your current one

• The ability to operate credibly at executive level, comfortable leading a skills strategy conversation with a CTO or CHRO without it feeling like a vendor pitch

• Data fluency: the ability to take a Skill IQ trend, an MAU chart, and a licence utilisation report and build a narrative that changes how a customer thinks about their investment

• Commercial curiosity: a genuine interest in whether the customer's business is succeeding, and the instinct to connect learning outcomes to business outcomes

• Organized and capable of highly effective time management.

• Ability to operate in a fast-paced professional environment.
   

Requirements
 

Experience as one of the following:

• Fluency in German (written and verbal)

• CSM or account