Customer Success Manager

Lisbon, Portugal

Customer Success Manager

• Lisbon, Portugal
• Customer Success
• Regular

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses. Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world94all in a flexible, award-winning workplace. Inclusion and diversity have been part of our cultural values since day one. From our CEO to our newest Dutonian, we take individual ownership in creating a work environment where everyone can thrive. As we prepare for our next phase of growth, we are excited to search for our next Customer Success Manager! Customer Success Managers at PagerDuty are responsible for ensuring that our customers are successful in their use of our services throughout their lifecycle. Responsibilities

• Assist assigned customer with on-boarding, configuration and ongoing product adoption
• Partner with Sales to create an engagement strategy
• Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss account usage and opportunities
• Reach out to customers and address where they are not fully utilizing the product
• Identify accounts that are likely to churn using product data, queries and information to support your analysis
• Partner with Sales and Customer Support to create an engagement strategy for high-risk accounts
• Work to assess customers that have been lost or churned identifying reasons for churn and building a strategy to win customers back
• Make your customers wildly successful at the work they do by leveraging the PagerDuty platform

Minimum Qualifications

• You have previous experience in a customer facing role such as Customer Support or Customer Success
• You have previous experience working to support a highly technical product
• Previous experience on-boarding new customers and working to develop extensive customer enablement documentation or create and build webinars
• Ability to use MySQL or other tools (Birst, Tableau, Looker) to gather and assess information
• Have excellent presentation, written and verbal communication skills
• Have proven time management skills with the ability to prioritize tasks
• You work well under pressure, are a results oriented individual, and you are a team player
• Salesforce experience
• 3 or 5 years of experience

Preferred Qualifications

• Experience supporting a SAAS solution
• Worked in a DevOps environment or with a company going through a transition to DevOps.

Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn
9t the right role or time - sign up for job alerts! Where we work 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: Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana,...