Director, Customer Success, PagerDuty

PagerDuty

Location:
Australia, Sydney

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

PagerDuty is seeking an experienced leader to help evolve our Asia Pacific and Japan Customer Success organization, driving revenue growth and adoption of our technology. This role will own Customer Success, Support, Services and Renewals, with opportunity to design and expand PagerDuty's presence in the region from Incident Response to Operations Cloud.

Job Responsibility:

Lead, manage and expand the existing regional post sales team including Customer Support, Customer Success, and Professional services
Nurture and enhance the team culture with sales and post-sales operating as one team
Be a trusted advisor and engage with customers at executive levels
Partner with Renewals, PagerDuty University and Data Science teams to achieve targeted Customer outcomes
Accelerate closing of large transactions by collaborating with sales & customers to plan Journeys to Success on large scale deployments
Prioritize & orchestrate post-sales resources to maximize revenue and minimize churn/downgrade
Source expansion revenue opportunities through customer engagement
Be the regional champion for the Customer, acting as a figurehead for PagerDuty's Customer Community

Requirements:

10-15 years of experience in a customer facing role
3+ years management experience in Customer Success organizations
Proven track record of managing Customer Success cross-functional teams to deliver top line recurring revenue in a fast-paced SaaS company
Strong technical aptitude and experience in DevOps environments
Drive for building key, long term customer relationships across customer organizations from C-Level to Technical Lead roles
Experienced in executing Enterprise Digital Transformation & Cloud Migrations
Bachelor's Degree in Technology/Science

Nice to have:

Masters or MBA
Competent in Agile, Scrum, DevOps environments
Ability to prioritize & execute within a dynamic, fast-paced environment
Strong analytical skills with ability to interpret & present data to both internal and external partners
Attention to detail when overseeing the commercial aspect of the role
Excellent communicator who is able to effectively partner with key local and global stakeholders

What we offer:

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

Additional Information:

Job Posted:
September 09, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Director, Customer Success