Customer Success Manager Lead

About

Join our dynamic team at PagerDuty as a Customer Success Manager Lead! In this pivotal role, you will report to the Director of Enterprise Customer Success and be responsible for guiding a team of Customer Success Managers (CSMs) who strive to enhance product adoption, improve customer retention rates, and deliver measurable business value. This is an excellent opportunity for a hands-on leader with a proven track record of developing high-performing teams and fostering a customer-centric culture.

Key Responsibilities

• Engage proactively with customers through your team to understand their needs and address challenges, ensuring they achieve desired outcomes.
• Act as the voice of the customer within the organization, advocating for their feedback and driving actionable insights.
• Collaborate with customers to identify and develop programs that drive higher feature adoption and improved health scores.
• Implement customer success strategies that align with business objectives and create processes to help customers maximize success with our platform.
• Guide CSMs in building successful strategies that resonate with customers while leveraging PagerDuty's tools.
• Communicate effectively PagerDuty's value proposition and its role in transforming digital operations.
• Lead, mentor, and cultivate a high-performing team of Customer Success Managers.
• Evaluate and offer feedback to enhance team performance and foster collaboration within the team and across departments.
• Attract, hire, and retain top talent in Customer Success management.
• Drive customer retention and expansion through strategic team leadership.
• Monitor and analyze key metrics such as gross revenue retention, net revenue retention, adoption, and health scores.
• Collaborate with Sales to identify new opportunities and facilitate seamless post-sale handoffs.
• Manage churn risk proactively with identification and mitigation strategies.
• Utilize data to identify trends within customer success metrics to inform decision-making.
• Report on team outcomes and significant trends regularly.
• Leverage tools to enhance team effectiveness and improve customer success outcomes.
• Ensure effective collaboration across teams to address complex customer needs, and drive alignment for customer escalations and resolutions.
• Establish clear engagement processes with executive leadership when necessary.
• Identify opportunities for improvement in customer success processes and tools, and maintain consistent playbooks and best practices.
• Utilize customer success technologies, such as Salesforce and Gainsight, to measure impact.
• Balance tactical requests with consultative approaches to ensure customer satisfaction.

Basic Qualifications

• Bachelor's degree required.
• 6+ years of experience in customer-facing SaaS roles; 2+ years in people management preferred.
• Track record of managing strategic customer relationships effectively.
• Strong analytical skills with the ability to leverage data in strategic decision-making.
• Experience with customer success and sales tools (Salesforce, Gainsight, Tableau, Gong, etc.).
• Ability to manage complex client relationships and work with remote teams.
• Exceptional project management and organizational skills.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Experience with SaaS products.
• Knowledge of DevOps, IT Operations, and digital transformation.
• Experience interacting with technical professionals and DevOps teams.
• Familiarity with digital operations maturity models.

Compensation

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

Benefits

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity
• Employee Stock Purchase Program (ESPP)
• Retirement or pension plan
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty - companywide paid time off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parents, 12 weeks for non-pregnant parents
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs

Please note that benefits eligibility may vary by role, region, and tenure.

PagerDuty is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. For accommodation requests, please email accommodation@pagerduty.com.

PagerDuty uses the E Verify employment verification program.