Senior Project Manager, Digital Customer Success

Pluralsight provides a learning platform dedicated to accelerating technology skills and capabilities. The Senior Project Manager will lead strategic and operational programs for the Digital Customer Success team, coordinate offshore partners, improve digital customer journeys, manage cross-functional projects, and use data to support customer retention, upsell, and program decisions.

Responsibilities:

• Lead day-to-day work with our offshore team: answer their questions, escalate issues early, make sure they're meeting defined measures of success, and report on their progress to Digital CS leadership
• Keep projects and programs moving by communicating status clearly, flagging risks early, and suggesting ways to address them, including managing timelines and deliverables for ad hoc Digital CS projects
• Partner with Success Operations and Digital Program Managers to launch and improve digital journeys, including drafting and scheduling communications, building workflows in Gainsight, testing before launch, and coordinating copy and cross-functional input
• Support our Customer Education team's webinars, onboarding sessions, and academy content by building project plans, organizing collaborators, and managing timelines, plus handling logistics from scheduling and platform setup to follow-up
• Partner with Digital Strategy and Operations on processes and tactics that address at-risk customers and drive our retention and upsell strategies
• Turn project data into clear analyses and visuals that help stakeholders make decisions and see the impact of our programs, while keeping key data clean, accurate, and accessible
• Build and maintain team templates, briefs, and status reports, and keep content current in Highspot, Confluence, and Jira
• Support hiring and onboarding for new Digital CS teammates by coordinating interview logistics, building onboarding plans, and helping new hires ramp
• Build regular presentations and a team newsletter that highlight the team's work for leadership and the broader organization

Requirements:

• Familiarity with CRM and customer success tools such as Salesforce, Gainsight, Pendo, Zendesk, or Tableau
• Experience guiding a team or working with vendor or offshore partners without formal authority, with a coaching mindset and the ability to set clear expectations
• Experience in customer success, support, sales, or another customer-facing role, or in supporting those teams, ideally including a SaaS sales and renewal cycle
• Strong cross-functional collaboration skills, plus the ability to analyze usage and behavior data, spot patterns, and tell a clear story with it to audiences from team members to senior leaders
• Empathetic, strategic decision-making grounded in context and data, with comfort with changing priorities and strong organization and attention to detail across many workstreams
• Strong Slack fluency, or the drive to quickly become an exceptional Slack user, with clear, visible communication and good channel habits
• Experience in complex organizational settings, such as a PMO or teams spread across time zones
• Bachelor's degree
• 6+ years of experience in project management, program coordination, or operations roles
• Experience in SaaS or another recurring-revenue business model
• Experience managing multiple concurrent projects or workstreams with competing deadlines
• Experience building and maintaining status reports, project plans, or similar documentation for cross-functional stakeholders
• Experience collecting, organizing, and presenting data to inform decisions or report on project or program outcomes
• Experience coordinating with or supervising a distributed, offshore, or vendor team
• Applicants must have the existing legal right to work in the country where this role is located, on an ongoing basis, without any sponsorship or assistance from the Company. The Company will not sponsor, file, transfer, extend, or otherwise support any visa, work permit, employment authorization, or other immigration benefit for this position, whether now or in the future. This includes, without limitation, new or renewed work visas, visa transfers, extensions or changes of status, and employment-based residency or permanent residence applications
• a PMP or similar certification, or exposure to multiple project management methodologies, is a plus