Job Description:
Job Summary
A Senior Customer Success Manager (CSM) works to engage, retain, and enable our customers to fully utilize our platform to achieve their desired business outcomes. A successful Sr CSM builds memorable client relationships and shows ability to achieve trusted adviser status in the customers' minds. They work closely with account executives to drive renewals and expansion opportunities to achieve best-in-class gross and net retention targets.

• Proactively handles a portfolio of customers
• Leads the client relationship and is accountable for client health, retention, expansion strategy and upsell support for your book of business
• Develops positive relationships with key customer stakeholders, executive sponsors, and c-level decision makers: steering committees, regular visits, reports, events
• Develops and leads account strategy to drive growth through increased engagement and partners with sales on upsells (new products and populations)
• Meet assigned targets for profitable growth volume and strategic objectives in accounts
• Ability to tell a story with data, build and lead exceptional quarterly and annual business reviews with customers
• Deeply understands customer needs; effectively communicates and collaborates with cross-functional teams (Product Management, Data, Marketing and Sales) to address complex business issues and drive outcomes
• Represent the "collective" voice of your customers within Pluralsight to influence roadmap, innovation and resource allocation
• Resolve billing and Support inquiries in a timely and productive manner
• Share best practices, case studies and key learnings with broader Customer Success and cross-functional team members for learning and development
• Support onboarding of new team members as needed
• Travel to client sites as needed

Ideal candidates will have:

• A bachelor's degree and 6+ years of relevant professional experience including experience managing client groups from Fortune 500 companies
• A consultative disposition and constructive curiosity into all facets of a client's business
• A proven leader in strategic account management coupled with proactive solution-oriented salesmanship
• Ability to understand complex commercial relationships and how Omada Health can partner to maximize engagement
• Expert relationship builder throughout all levels of a client organization, especially at Executive and C-level
• Experience working in a fast-paced startup and large Fortune 500 company but enjoys mid-stage startup environments
• Successfully managed complex projects with grace, and have an aptitude for using data to drive decisions

You will also have the ability to demonstrate impeccable capability in the following areas:

• Communication: you're confident, humble, a brilliant active listener, and seek to have collaborative conversations focusing on transparency, honesty, and solutions
• Organization: from your email inbox habits, to your time management, to the information you juggle about people, teams, clients, and products
• Presentation: well-spoken, solution-oriented, subject matter expert, and creative presentation skills
• Emotional Intelligence: natural ability to read and respond to a situation in the best interests of Omada and our clients
• Problem Solving: acting creatively in response to challenges both in and out of your control
• Innovation: proactively thinks outside the box; challenges the status quo
• Drive: proactive attitude that stays a step ahead of client and company needs
• Teamwork: take great pride in successful collaboration and outcomes achieved together
• Judgment: keen sense for decision-making and prioritization
• A strong aptitude for using various programs and tools, including, but not limited to: Salesforce, Gainsight, Excel, PowerPoint, Google Suite, etc.

Physical Requirements
Work is performed in an office (or home office) environment and requires the ability to operate standard office equipment and keyboards. Sedentary work. Repetitive work. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
EEOC Statement
Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Please visit the bottom of our website to learn how to request an accommodation.
For more information on Pluralsight's commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.
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