Customer Success Manager

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time.

As a Customer Success Manager at PagerDuty, you will play a pivotal role in our Customer Success team, reporting to the Director, Enterprise Customer Success. You will lead a team of Customer Success Managers (CSMs) dedicated to engaging with our customers, increasing product adoption, enhancing retention rates, and driving tangible business value. We are looking for a hands-on leader with a proven history of building high-performing teams and cultivating a customer-centric culture.

The Customer Success Management team serves as trusted advisors to our customers, ensuring their success and return on investment with PagerDuty. You will collaborate with customer stakeholders, implement effective success strategies, and help customers achieve their goals.

Key Responsibilities

• Advocate for the Customer: Engage proactively with customers to understand their needs, tackle challenges, and ensure they realize their desired outcomes. Serve as the voice of the customer within PagerDuty, ensuring their feedback is invaluable to our processes. Partner with customers to increase feature adoption and improve customer health metrics.
• Strategic Leadership: Implement customer success strategies that align with business objectives. Create processes that empower customers to maximize their success with our platform. Guide CSMs in developing tailored success strategies while effectively communicating PagerDuty's value proposition.
• Team Management: Lead, mentor, and develop a high-performing team of Customer Success Managers. Evaluate and provide constructive feedback to support performance improvement. Nurture teamwork and collaboration both within the team and across departments.
• Retention and Growth: Drive customer retention and expansion through dynamic leadership. Track and enhance key metrics including gross revenue retention and customer health scores. Collaborate with the Sales team to identify new opportunities and ensure seamless post-sale transitions.
• Data Analysis and Reporting: Monitor customer success metrics to discover trends that inform strategic decisions. Use data to forecast effectively and improve team performance, and regularly report on outcomes.
• Cross-Functional Collaboration: Work closely with Sales, Solutions Consultants, Product, and other teams to meet customer business goals. Ensure smooth coordination between teams to address complex customer needs.
• Process Improvement: Identify and implement enhancements to customer success processes and tools. Create consistent playbooks and best practices to guide your team. Use customer success technologies to track and measure impact.

Basic Qualifications

• Bachelor's degree required.
• 6+ years in customer-facing SaaS roles, with 2+ years in people management preferred.
• Proven success in managing strategic customer relationships.
• Strong analytical skills with the capacity to leverage data for strategic insights.
• Familiarity with customer success and sales tools like Salesforce and Gainsight.
• Demonstrated experience navigating complex client relationships.
• Experience working with remote teams.
• Exceptional project management and organizational skills.
• Excellent communication skills, both verbal and written.

Preferred Qualifications

• Experience with SaaS-based products.
• Knowledge of DevOps, IT operations, and digital transformation.
• Experience engaging with technical professionals and DevOps teams.

The base salary range for this position is $109,900 - $150,900 USD. This role may also be eligible for bonuses, commissions, equity, and/or benefits.

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in certain regions.

We encourage you to apply even if you do not meet every requirement. We value individual potential and consider each candidate's unique background. We look forward to reviewing your application!