This position is also available for employment in these areas:
Dublin, Ireland, Remote - USA
Job Description:
About Pluralsight
Founded in 2004 and trusted by Fortune 500 companies, Pluralsight is the technology learning platform organizations and individuals in 150+ countries count on to innovate faster and create progress for the world.
Working at Pluralsight
At Pluralsight, we believe everyone should have the opportunity to create progress through technology. That everyone should have access to the skills of tomorrow. That technology can make the world a better place. Through the work we do everyday, we empower the people who power our world.
And we don't let fear, egos or drama distract us from our mission. We're adults, and we treat each other that way. We have the autonomy to do our jobs, transparency to eliminate office politics and trust each other to do the right thing. We thrive in an environment with creativity around every corner, challenges that keep us on our toes, and peers who inspire us to be the best we can be. We bring different viewpoints, backgrounds and experiences, and united by our mission, we are one.
The Opportunity
We are looking for an experienced VP of Global Customer Renewals to lead customer retention on a global customer segment. This is a highly-visible position, responsible for establishing, growing and leading a global team of customer success renewal managers located across the globe.
In partnership with the Chief Customer Officer (CCO), this leader will execute, monitor and optimize the renewal strategy for this global portfolio. This leader will be responsible for recruiting, hiring and managing a global leadership team and the renewal teams it supports. This position will require close working partnerships with a number of other Pluralsight teams, namely: Product teams, Retention Marketing, Revenue Strategy Operations, Sales and Sales Operations, Finance, Legal and other Customer Operations teams.
The ideal candidate will have a proven track record of leading global teams in a software sales or retention leadership role. This leader must be comfortable with data and analytics, and must be familiar with the nuances of B2B software and recurring revenue motions. Ultimately, this leader must have tremendous and demonstrable leadership capabilities, with experience managing individual contributors, teams, leaders of teams, and must be able to manage up to the C-level and executive teams. Candidates must have experience in the following areas: creating renewal motions, negotiating and closing renewal agreements, managing through common objections, coaching sales or account manager teams and individuals, forecasting, communicating performance results, and identifying, recruiting, hiring and retaining talent.
Who you are:

• You use data, empathy and good judgment to approach business and people opportunities
• You are an amazing communicator and effective influencer with organizational and strategic thinking skills. People trust and follow you.
• Persistent Problem-Solver- You know where we want to be and as the business changes, you find ways to create solutions along the way that get us closer to our ultimate goal
• You have extreme ownership of your business
• You are competitive with yourself, yet collaborative with other team members up, down, and across the business
• You use data, empathy and good judgement to approach business and people opportunities
• You are a team player, able to handle ambiguity, anticipate and react to changes in a rapidly evolving environment
• You have the ability to listen, think logically, strategically, and tactically to solve complex problems
• You are self-motivated, demonstrating an ability to assume responsibility and work autonomously
• You are an inquisitive, critical thinker who is always looking for how things can work better
• Persistent Problem-Solver- You know where we want to be and as the business changes, you find ways to create solutions along the way that get us closer to our ultimate goal
• Eye-on-the-prize kinda person- You love to win, just like the other Sales and Success teams you collaborate with.
• A natural project manager - You keep all the moving pieces organized and moving on time.

What you'll own:

• Meet and exceed renewal targets - Guide your teams to renew customer contracts ranging in size. Meet or exceed Gross Retention (GRR) targets of >85%. Nurture a healthy partnership with the sales organization to ensure Net Retention (NRR) in this segment of >100%. Partner with Digital Marketing to optimize the customer experience. Oversee account ratios and team structures to achieve these targets globally. Develop and implement strategies to expand the Scale segment and allow CSMs and others to focus attention more narrowly on key customer accounts.
• Own your business - Be fully accountable for every aspect of the Scale segment as if you truly owned this business. Maintain accuracy of SFDC data and data integrity across any other repository / platform. Run effective meetings and help create a culture of accountability within your organization. Manage and take accountability for negotiated non-standard contractual terms and conditions. Determine key performance indicators and globally and manage your team against these to ensure healthy activity that will lead to desirable performance outcomes. Strive for accurate forecasting and consistently communicate results to the CCO and broader Revenue leadership team. Travel on an as-needed basis to meet with your dispersed team members.
• Be a trusted partner - Partner effectively and cross-functionally with teams supporting this customer segment (Customer Success CoE, Retention Marketing, Data Science, RSO, Product, People Ops, Enablement, etc.) and be a voice for this customer population. Provide input on strategic decisions and advocate for necessary changes to improve performance in this segment. In partnership with other teams, perform gap analyses and determine needs specific to this space (e.g., enabling digital expansion / renewal, optimizing customer experience, expediting quote creation). Review and iterate on rules of engagement pertaining to CSRM and AE customer touch points.
• Lead your team - Recruit, hire, train and manage a global Customer Success Renewal Manager (CSRM) team, including leaders and individual contributors. Oversee onboarding and enablement efforts (in partnership with the Enablement team) to minimize ramp time for new employees. With People Ops, create career ladders for the CSRM role and articulate growth opportunities to your team members. Foster learning and development and provide opportunities for team members to grow through expanded responsibilities, mobility and leadership roles. Conduct recurring staff meetings, 1-on-1s and quarterly business reviews as well as less formal employee touchpoints.
• Leverage internal and external tools to maximize customer information - Maximize success with world class SaaS toolkit (Salesforce, Gainsight, Outreach, Marketo, etc.). Leverage tools to streamline customer renewal experience, understand competitive trends and analyze customer feedback.

Experience you'll need:

• Track record of exceeding performance targets as an individual contributor and sales / renewal leader
• Experienced in negotiations
• Experience managing a large volume of accounts a plus
• Solution sales experience a plus
• Negotiation of non-standard contractual terms and conditions
• Understanding of a SaaS sales and renewal cycle - forecasting, communicating, negotiating, closing
• Demonstrable experience leading large, dispersed teams at a global level
• Strong analytical skills and ability to draw insights from macro and micro datasets
• Strong interpersonal and communication skillset; in addition, must have the ability to synthesize complex business challenges and create clear solutions and messages for audiences at various levels
• A bachelor's degree or equivalent work experience with a minimum of 5 years of B2B Saas experience and a minimum of 3 years as a software sales / renewal leader or equivalent experience

Ideally what you've done:

• Sold or renewed enterprise software solutions agreements to IT, Learning, and Engineering, and tech leader decision makers within the Engineering Org
• Negotiated with customer procurement teams to sell or renew B2B SaaS products
• Have a demonstrable, successful track record of meeting and exceeding performance targets as an individual contributor and sales / renewal leader
• Proven track record of managing a large portfolio of small- / medium-sized customers and handling a heavy volume of business
• Proven track record of recruiting, training/developing and retaining high-performing talent
• Self-motivated, demonstrating an ability to assume responsibility and work autonomously
• Strong operational and analytical abilities

EOE Statement
Be Yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
#LI-Remote