Senior Customer Success Manager

About Pega

Pega provides innovative technology to the world’s most forward‑thinking organisations. As a recognised industry leader in strategic business applications, Pega helps enterprises rethink how they operate, scale and serve their customers.

Our Client Success team owns the long‑term success, value realisation and growth of our most strategic customers. You will work closely with senior client stakeholders and internal Pega teams to ensure customers fully realise the return on their investment and continue to expand their use of Pega’s platform.

About the Role

As a Senior Customer Success Manager, you will own and grow relationships across a small number of high‑value, strategic enterprise accounts. This is a commercial, value‑led role, focused on customer health, adoption, renewal and expansion rather than project or delivery management. You will operate as a trusted advisor at executive level, ensuring customers achieve measurable business outcomes from their Pega investment while identifying opportunities to evolve, expand and modernise their platforms over time.

What You’ll Do at Pega

• Build and maintain trusted relationships with senior executives and key stakeholders, positioning Pega as a long‑term strategic partner.
• Own customer health and value realisation, establishing clear baselines, success metrics and adoption plans across complex enterprise programmes.
• Lead Executive Business Reviews (QBRs), focusing on programme‑level outcomes, realised value, adoption and future roadmap – not day‑to‑day project delivery.
• Drive platform adoption, renewals, CPI uplift and expansion, including add‑on capabilities, upgrades, cloud and modernisation initiatives.
• Partner closely with Client Executives, Solution Consultants and Consulting teams to align on account objectives and growth strategy.
• Act as the customer’s advocate within Pega, ensuring the right stakeholders are engaged at the right time while maintaining executive‑level focus.
• Bring insight and curiosity into customer conversations, showcasing innovation (including GenAI capabilities) and helping customers continuously evolve their use of Pega.

Who You Are

• Degree educated or equivalent practical experience.
• Significant experience in enterprise software, customer success, post‑sales, value engineering or consultative sales‑aligned roles.
• Comfortable operating at C‑suite and executive level, with the presence and credibility to influence senior decision‑makers.
• Strong commercial mindset, with experience driving value realisation, adoption and account growth.
• Highly autonomous, proactive and comfortable owning complex customer relationships end‑to‑end.
• Able to work effectively with diverse internal stakeholders, including sales and consulting teams, in fast‑moving environments.

What You’ve Accomplished

A proven commercial growth driver with a track record of protecting and expanding revenue within strategic enterprise accounts. The Senior Customer Success Manager brings stature, credibility, and a growth mindset to every client interaction.

• Drives commercial outcomes. You have a demonstrated history of securing renewals, identifying expansion opportunities, and contributing directly to revenue growth – not just customer satisfaction scores.
• Commands the room. You are comfortable holding strategic conversations with CEOs and C‑suite executives, challenging the status quo and positioning Pega as a transformative partner rather than a vendor.
• Creates opportunities. You bring a hunter mentality – proactively identifying and developing new conversations around value, modernisation, and AI adoption, rather than managing existing relationships on autopilot.
• Thinks in ROI. You translate technical capability into commercial impact, helping clients articulate and realise the measurable business benefits of their Pega investment.

Pega Offers You

• A rapidly growing yet well‑established business.
• The world’s most innovative organisations as reference‑able clients.
• Gartner Analyst‑acclaimed technology leadership across our product categories.
• Continuous learning and development opportunities.
• An innovative, inclusive, agile, flexible, and fun work environment.
• Competitive global benefits program inclusive of pay + bonus incentive.
• Employee equity in the company.
• #LI-Remote #LI-PD1

Equal Opportunity Employer

As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

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