CrawlJobs Logo
PagerDuty Logo PagerDuty · IT - Administration

Manager, Customer Success

United States, San Francisco 121800.00 - 167100.00 USD / Year · Job Posted April 10, 2026
Apply Position
Job Link Share

Job Description

As our Manager, Customer Success at PagerDuty, you will be reporting to the Director, Enterprise Customer Success. You will have the responsibility for leading a team of Customer Success Managers (CSMs) who engage with PagerDuty's customers to increase product adoption, improve retention rates, and drive measurable business value. This hands-on leader will demonstrate a track record of developing high-performing teams, creating a customer-centric culture, and implementing effective customer success strategies. The Customer Success Management team acts as a Trusted Advisor to our customers, ultimately responsible for ensuring their success. As a key leader within the Customer Success organization, you will work with customer stakeholders, implement success strategies, and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty.

Job Responsibility

  • Advocate for the Customer: Proactively engage with customers through your team to understand their needs, address challenges, and ensure they are achieving desired outcomes
  • Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
  • Partner with customers to identify and develop programs that drive higher feature adoption and improved customer health scores
  • Strategic Leadership: Execute and implement customer success strategies aligned with business goals
  • Create and implement processes that help customers maximize success with our platform
  • Guide CSMs in building comprehensive success strategies using the customer's language and leveraging PagerDuty's tools and processes
  • Understand and articulate PagerDuty's value proposition and how it helps organizations transform their digital operations
  • Team Management: Lead, mentor, and develop a high-performing team of Customer Success Managers
  • Provide evaluation and feedback necessary to coach performance to high levels of output
  • Foster collaboration within the team and across the business
  • Attract, hire and retain high-performing Customer Success Managers
  • Retention and Growth: Drive customer retention and expansion through effective team leadership
  • Monitor and improve key metrics including gross revenue retention, net revenue retention, adoption, and customer health scores
  • Work with Sales team to identify new opportunities and facilitate post-sale handoff process
  • Effectively manage churn risk through proactive identification and mitigation strategies
  • Data Analysis and Reporting: Monitor key customer success metrics and identify trends to inform decision-making
  • Utilize data to accurately forecast and drive measured improvement across the team's book of business
  • Report on team outcomes and trends
  • Leverage customer success tools to track and improve team effectiveness
  • Cross-Functional Collaboration: Partner effectively with Sales, Solutions Consultants, Product, and other teams to meet customer business objectives
  • Ensure smooth coordination between account teams for complex customer needs
  • Drive alignment across teams for customer escalations and resolution
  • Establish clear processes for engaging executive leadership when needed
  • Process Improvement / Managing Workload: Identify and implement improvements to customer success processes and tools
  • Create and maintain consistent playbooks and best practices for the team
  • Utilize customer success technologies such as Salesforce and Gainsight to measure impact and effectiveness
  • Balance tactical requests with a consultative approach to ensure customer satisfaction

Requirements

  • Bachelor's degree required
  • 6+ years of experience in customer-facing SaaS roles with 2+ years of people management experience preferred
  • Proven track record of high performance in managing strategic customers
  • Strong analytical skills with the ability to use data to drive strategic decisions
  • Experience with customer success and sales tools (Salesforce, Gainsight, Tableau, Gong, etc)
  • Demonstrated ability to manage complex client relationships
  • Experience working with and managing remote teams
  • Strong project management and organizational skills
  • Excellence in verbal and written communication

Nice to have

  • Experience with SaaS-based products
  • Understanding of DevOps, IT Operations, and digital transformation
  • Experience working with technical professionals and DevOps teams
  • Knowledge of digital operations maturity models

What we offer

  • Competitive salary
  • Comprehensive benefits package
  • 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 - companywide paid days off in addition to PTO
  • 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
PagerDuty - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Manager, Customer Success

8 matching positions

Customer Success Manager

At Cogoport, Customer Success Managers are the first point of contact for busine...
Location
Location
India , Gurgaon
Salary
Salary:
Not provided
https://cogoport.com/ Logo
Cogoport
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 4+ years of experience in B2B inside sales, customer success, logistics
  • strong commercial acumen — ability to negotiate pricing, margin, and urgency
  • hustler mindset — proactive, organized, and customer-obsessed
  • fluency in English and Hindi (regional language skills a bonus)
  • bachelor's degree (Commerce, Business Administration, Logistics preferred)
  • familiarity with INCOTERMS, HS Codes, container types is an advantage
Job Responsibility
Job Responsibility
  • handle inbound and outbound customer leads, understand shipping needs, and consult on solutions
  • share freight quotations and rate comparisons to drive informed decision-making
  • negotiate with customers to close shipments profitably
  • follow up proactively via WhatsApp, email, and calls to maintain momentum and reduce churn
  • manage booking handovers to Operations team with complete documentation
  • maintain CRM discipline — logging activities, opportunities, and customer interactions in real-time
  • achieve daily activity goals: connect rates, follow-ups, quotes, and booking targets
  • build customer relationships by understanding business models, seasonal patterns, and freight requirements
What we offer
What we offer
  • opportunity to own customer relationships and directly impact global trade
  • sales coaching, enablement programs, and structured onboarding
  • transparent performance-linked incentives with uncapped earning potential
  • career progression into City Growth Lead
  • Fulltime
Read More
Arrow Right

Customer Success Manager

At Cogoport, Customer Success Managers are the first point of contact for busine...
Location
Location
India , Ahmedabad
Salary
Salary:
Not provided
https://cogoport.com/ Logo
Cogoport
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 4+ years of experience in B2B inside sales, customer success, logistics
  • strong commercial acumen — ability to negotiate pricing, margin, and urgency
  • hustler mindset — proactive, organized, and customer-obsessed
  • fluency in English and Hindi (regional language skills a bonus)
  • bachelor's degree (Commerce, Business Administration, Logistics preferred)
  • familiarity with INCOTERMS, HS Codes, container types is an advantage
Job Responsibility
Job Responsibility
  • handle inbound and outbound customer leads, understand shipping needs, and consult on solutions
  • share freight quotations and rate comparisons to drive informed decision-making
  • negotiate with customers to close shipments profitably
  • follow up proactively via WhatsApp, email, and calls to maintain momentum and reduce churn
  • manage booking handovers to Operations team with complete documentation
  • maintain CRM discipline — logging activities, opportunities, and customer interactions in real-time
  • achieve daily activity goals: connect rates, follow-ups, quotes, and booking targets
  • build customer relationships by understanding business models, seasonal patterns, and freight requirements
What we offer
What we offer
  • opportunity to own customer relationships and directly impact global trade
  • sales coaching, enablement programs, and structured onboarding
  • transparent performance-linked incentives with uncapped earning potential
  • career progression into City Growth Lead
  • Fulltime
Read More
Arrow Right

Senior Customer Success Manager

As a Senior Customer Success Manager, you will work as part of a customer succes...
Location
Location
United States , San Francisco
Salary
Salary:
151000.00 USD / Year
https://checkr.com Logo
Checkr
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum of 3+ years in customer success, account management, or sales roles
  • Experience in the SaaS or Human Resources industry is a plus
  • Strong customer-centric mindset, viewing customer success as your own success
  • Proven ability to build and maintain robust relationships with customers at various organizational levels
  • Consultative approach to problem-solving, effectively managing customer expectations
  • Demonstrated ability to navigate challenges and drive positive business outcomes
  • Excellent written and verbal communication skills, capable of simplifying complex topics clearly and concisely
  • Ability to collaborate effectively with internal teams and external stakeholders
  • Flexibility to juggle and complete multiple priorities and projects in a fast-paced environment
  • Eagerness to learn quickly and take on challenging new initiatives.
Job Responsibility
Job Responsibility
  • Build and maintain strong, trust-based relationships with customers at various organizational levels to strengthen strategic partnerships
  • Provide thought leadership and develop strategic plans to facilitate account expansion and drive customer value
  • Proactively navigate customer challenges, managing and escalating issues as necessary to ensure timely resolution
  • Collaborate with Account Management to assess account health and identify opportunities for growth and expansion
  • Coordinate cross-functionally with internal teams—including Engineering, Product, Sales, Support, and Executives—to advocate for customer needs and ensure successful outcomes
  • Act as the voice of the customer within Checkr, providing visibility into customer goals, feedback, and challenges
  • Develop and apply a deep understanding of Checkr's products and processes, aligning them with customer programs to achieve positive business outcomes.
What we offer
What we offer
  • A fast-paced and collaborative environment
  • Learning and development allowance
  • Competitive compensation and opportunity for advancement
  • 100% medical, dental, and vision coverage
  • Up to $25K reimbursement for fertility, adoption, and parental planning services
  • Flexible PTO policy
  • Monthly wellness stipend
  • Home office stipend
  • In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.
  • Fulltime
Read More
Arrow Right

Customer Success Manager

Customer Success Manager for OpsRamp (Part of HPE Hybrid Cloud Business unit), m...
Location
Location
India , Hyderabad
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent
  • At least 8+ years of experience in Customer Success, Service Delivery, Pre-Sales, Solution Architecture, or Consulting (Enterprise B2B SaaS preferred)
  • Proven success in Account Management, Customer Growth, and achieving revenue targets
  • Strong technical knowledge in infrastructure domains including Compute, Network, Storage, and Cloud technologies
  • Understanding of infrastructure management and experience with intelligent automation platforms
  • Exceptional communication, presentation, and influencing skills
  • Strong business acumen and proactive approach to identifying growth opportunities
  • Excellent time management and ability to juggle multiple priorities
  • Ability to navigate ambiguous situations while delivering high-quality outcomes
Job Responsibility
Job Responsibility
  • Manage customer portfolio, satisfaction, success, retention and avoid churn
  • Secure renewals and drive growth and scaling of customer programs
  • Be accountable for renewal and Upsell/Cross sell customer quota
  • Strategic account planning and stakeholder mapping
  • Deliver and communicate ROI for clients throughout customer lifecycle
  • Build relationships with key stakeholders in customer's organization
  • Coordinate workstreams across Shared Services, Education, Support, and active engagements
  • Act as voice of the customer with product and engineering teams
  • Represent OpsRamp as domain and product expert in customer interactions and events
What we offer
What we offer
  • Health & Wellbeing comprehensive benefits suite
  • Personal & Professional Development programs
  • Unconditional Inclusion environment
  • Career development opportunities
  • Flexible work arrangements
  • Fulltime
Read More
Arrow Right

Customer Success Manager

Customer Success Managers at PagerDuty are responsible for ensuring that our cus...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
https://www.pagerduty.com Logo
PagerDuty
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Previous experience in a customer facing role such as Customer Support or Customer Success
  • 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
  • Work well under pressure, are a results oriented individual, and you are a team player
  • Salesforce experience
  • 3 or 5 years of experience
Job Responsibility
Job Responsibility
  • 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
What we offer
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 - companywide paid days off in addition to PTO
  • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
  • Paid volunteer time off: 20 hours per year
  • Fulltime
Read More
Arrow Right

Customer Success Manager

Customer Success Manager role at a vibrant media company in Chesterfield, focusi...
Location
Location
United Kingdom , Chesterfield
Salary
Salary:
30000.00 GBP / Year
https://www.office-angels.com Logo
Office Angels
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Strong background in customer service or account management
  • Organised individual
  • Confident communicator
  • Skilled negotiator
  • Enjoy building relationships and solving problems
Job Responsibility
Job Responsibility
  • First point of contact for valued clients
  • Providing outstanding customer service and support
  • Acting as the main liaison for client queries and requests
  • Monitoring contract renewals and leading contract negotiations
  • Supporting the onboarding process for new clients
  • Keeping the CRM system up to date
What we offer
What we offer
  • Company bonus scheme
  • Free parking on site
  • 25 days holiday plus bank holidays
  • Extra day off for your birthday
  • Option to buy and sell holidays
  • Fulltime
Read More
Arrow Right

Principle Customer Success Manager

The Principal Customer Success Manager is aligned at the customers' key stakehol...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
https://www.pagerduty.com Logo
PagerDuty
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experienced professional with 5-10 years relevant industry expertise
  • Experience building business value ROI models
  • Working knowledge in a SaaS business model
  • Strong knowledge of PagerDuty product and platform features and capabilities is highly desired
  • Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring
  • Ability to travel to client sites as necessary
Job Responsibility
Job Responsibility
  • Build and foster executive-level trusted advisor relationships with the customer's IT, Engineering and Support organizations
  • Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities
  • Guide a customer on process, people and change management best practices to drive customers adoption of real time operations
  • Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan
  • Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline
  • Deliver business value and innovation to a customer's business by understanding the customers' opportunity to reduce cost and drive growth
  • When appropriate, recommend additional expert services needed to drive success
  • Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates
  • Represent the voice of the customer to inform our sales process or product roadmap
  • Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer
What we offer
What we offer
  • Competitive salary
  • Comprehensive benefits package
  • 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 - companywide paid days off in addition to PTO
  • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
  • Fulltime
Read More
Arrow Right

Senior Customer Success Manager

The Senior Customer Success Manager will work with Enterprise clients to oversee...
Location
Location
Canada , Toronto
Salary
Salary:
Not provided
https://www.lhh.com/ Logo
LHH
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5 + years of experience in Customer Success or a related corporate role, with a focus on managing complex relationships, particularly with large Enterprise clients
  • Skilled in navigating dynamic, high-growth environments, with the ability to work independently, manage competing priorities, and adapt to ambiguity
  • Strong problem-solving and critical thinking abilities, with a proactive approach to identifying solutions and driving outcomes
  • Collaborative and influential, able to work across functions, build alignment without direct authority, and thoughtfully challenge existing processes when needed
  • Understanding of marketing and sales messaging principles, and a strong commitment to supporting both client and participant success
Job Responsibility
Job Responsibility
  • Lead end-to-end program delivery for a portfolio of Enterprise clients, acting as the primary point of contact from post-sale through completion, and coordinating global efforts when multiple CSMs support the same account
  • Build strong client relationships by understanding their goals, addressing program-related needs, and partnering with Sales and internal teams (e.g., Solutions, Coaching, Product, Finance) to support growth and success
  • Drive strategic insights and reporting, aligning data and coach insights to client objectives, preparing business reviews, and encouraging engagement with EZRA’s reporting tools
  • Manage revenue planning and tracking, including oversight of prepay balances, contribution to revenue recognition targets, and ensuring invoicing accuracy
  • Use systems and tools to support program delivery, including project management platforms, data intake forms, and coordination with Finance for billing execution
  • Support internal enablement by mentoring team members and contributing to process improvements that enhance the client and participant experience
What we offer
What we offer
  • Your Own World-Class Coach to help you grow personally and professionally
  • Coaching for Friends and Family because coaching is a gift worth passing on
  • Charity Days to support causes close to your heart - because doing good feels good
  • Learning Budget to fuel your curiosity
  • Weekly Wellbeing Hour just for you
  • Regional benefits - Health Insurance, Registered Retirement Savings Plan, Health and fitness reimbursement plan, Supplementary health plan
  • A welcoming place to do your best work. Comfortable, collaborative and inclusive… and dog-friendly too!
  • Fulltime
Read More
Arrow Right