Senior Director, Enterprise Customer Success, PagerDuty

PagerDuty

Location:
United States, Atlanta

Category:
Customer Service

Contract Type:
Employment contract

Salary:

180000.00 - 275000.00 USD / Year

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Job Description:

As our Regional Vice President, North America Customer Success, you will be reporting to the Chief Customer Officer of PagerDuty. You will have the responsibility for leading a team of success managers and renewal managers. Under your leadership the team members will engage with PagerDuty’s Enterprise customers to increase product and platform adoption, improve renewal rates and drive measurable customer business value to accelerate their digital journey.

Job Responsibility:

Advocate for the Customer
Strategic Leadership
Team Management
Retention and Growth
Data Analysis and Reporting
Cross-Functional Collaboration
Process Improvement / Managing Workload

Requirements:

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
Take on new challenges and the ability to work through uncertainty
Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
Experience building plays and associated playbooks using Customer Success technologies such as Gainsight
Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
Minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
A four year degree or equivalent
Demonstrated ability to manage customer accounts in conjunction with sales organizations
Exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter

Nice to have:

A deep understanding of digital transformation in modern enterprises
Strong C-suite relationships in enterprises globally
MBA

What we offer:

Competitive salary
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
Company-wide hack weeks
Mental wellness programs

Additional Information:

Job Posted:
May 07, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Director, Enterprise Customer Success