USD per year
PagerDuty is a leader in Digital Operations Management. The Manager, Customer Success will report to the Director, Enterprise Customer Success and lead a team of Customer Success Managers (CSMs). Responsibilities include increasing product adoption, improving retention rates, and driving measurable business value. The role involves developing high-performing teams, creating a customer-centric culture, and implementing effective customer success strategies.
Key Responsibilities
- Advocate for the customer by engaging with customers through the team to understand needs and ensure desired outcomes.
- Serve as the voice of the customer within PagerDuty.
- Partner with customers to drive feature adoption and improve health scores.
- Execute customer success strategies aligned with business goals.
- Create processes to maximize customer success with PagerDuty's platform.
- Guide CSMs in building success strategies using customer language and PagerDuty tools.
- Lead, mentor, and develop a high-performing CSM team.
- Provide coaching and feedback to improve performance.
- Foster collaboration within the team and across the business.
- Attract, hire, and retain high-performing CSMs.
- Drive customer retention and expansion through effective leadership.
- Monitor key metrics such as gross revenue retention, net revenue retention, adoption, and health scores.
- Collaborate with Sales to identify new opportunities and manage post-sale handoff.
- Manage churn risk proactively.
- Analyze data to forecast and improve team performance.
- Report on team outcomes and trends.
- Use customer success tools like Salesforce and Gainsight for tracking effectiveness.
- Collaborate cross-functionally with Sales, Solutions Consultants, Product teams for customer objectives.
- Manage escalations and coordinate executive leadership engagement when needed.
- Improve customer success processes and maintain playbooks/best practices.
Basic Qualifications
- Bachelor's degree required
- 6+ years in customer-facing SaaS roles; 2+ years people management preferred
- Proven track record managing strategic customers
- Strong analytical skills using data for decisions
- Experience with Salesforce, Gainsight, Tableau, Gong or similar tools
- Ability to manage complex client relationships
- Experience managing remote teams
- Strong project management and communication skills
Preferred Qualifications
- Experience with SaaS products
- Understanding of DevOps, IT Operations, digital transformation
- Experience working with technical professionals/DevOps teams
- Knowledge of digital operations maturity models
Work Model
Hybrid work model; candidates within 50 miles of San Francisco office required to come in twice weekly.
Salary Range
$121,800 - $167,100 USD base salary; may include bonus, commission, equity, benefits.
Benefits Include
Competitive salary; comprehensive benefits; flexible work arrangements; company equity; ESPP; retirement/pension plans; paid vacation/holidays/sick leave; wellness days; paid parental leave; volunteer time off; hack weeks; mental wellness programs.
Additional Information
PagerDuty is an equal opportunity employer committed to diversity and inclusion. Reasonable accommodations available for qualified individuals.
Join our global team of innovators shaping the future of digital operations with AI. At PagerDuty, you'll tackle complex problems impacting millions, grow your career at the cutting edge of technology, and help build a more equitable world—all in a flexible, open environment.
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