Customer Success Specialist

📋 Description

• • Own the end-to-end renewal cycle for a high-volume portfolio of enterprise accounts across Australia, leveraging Pluralsight’s Client Engagement Model to protect and grow ARR while ensuring customers extract maximum value from the platform.
• • Proactively forecast renewal risk 90-120 days in advance, build mitigation plans, and negotiate contracts that balance customer budget realities with Pluralsight’s growth targets—hitting or exceeding 95 % gross-retention and 110 % net-retention quotas.
• • Run data-driven, value-based QBRs and executive check-ins via Zoom, Teams, or on-site (up to 15 % travel) to showcase ROI in AI, cloud, security, and software-development skill gains, translating usage analytics into renewal-ready business cases.
• • Identify upsell and cross-sell triggers (multi-year renewals, additional licenses, premium analytics, hands-on labs) and partner with Account Executives to craft joint account plans, ensuring seamless hand-off and accelerated expansion deals.
• • Build and maintain Gainsight CTAs, Salesforce opportunity records, and Gong call libraries with meticulous notes, next steps, and economic-buyer maps so that any teammate can pick up an account and drive momentum within minutes.
• • Orchestrate cross-functional squads—Marketing (adoption campaigns), Legal (redlines), Finance (multi-year billing), and Product (road-map feedback)—to remove blockers and deliver a friction-free customer journey from kick-off to signature.
• • Design and deliver scalable enablement assets: renewal playbooks, risk-alert dashboards, and automated email sequences that reduce manual touch time by 30 % while increasing customer satisfaction (CSAT ≥ 50) and advocacy (NPS ≥ 60).
• • Champion continuous improvement: run monthly retros, A/B-test messaging, and share win-loss insights that refine Pluralsight’s SaaS renewal motion and influence product roadmap priorities.
• • Mentor junior CSMs and renewals reps, modeling best-practice negotiation, time-blocking, and discovery questioning techniques that elevate team performance and reinforce a culture of lifelong learning.
• • Live Pluralsight’s values: bring your authentic self, default to transparency, and actively participate in DEIB initiatives, user-group webinars, and hack-days that make our blended remote-first workplace more inclusive and innovative.