Senior Director, Enterprise Customer Success Job at PagerDuty (Atlanta)

Senior Director, Enterprise Customer Success

As the Regional Vice President, North America Customer Success, you will lead a ...

Location

Canada , Toronto

Salary:

192000.00 - 264000.00 CAD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
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 to measure impact and effectiveness
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.

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
build and sustain a team of high performing leaders who embody our values, establish trusted advisor relationships and focus on making every customer successful
key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University
drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects

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

Fulltime

Senior Director, Enterprise Customer Success

PagerDuty is a global leader in digital operations management, enabling customer...

Location

United States , Atlanta

Salary:

180000.00 - 275000.00 USD / Year

PagerDuty

Expiration Date

Until further notice

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 to measure impact and effectiveness
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
Consistently delivering against targets
reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations
Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful
Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale
Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
Forecast renewals by working cross functionally with sales, renewals and operations

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

Fulltime

Director of Customer Success, EMEA

We’re looking for a Director of Customer Success – EMEA to join our global team ...

Location

Israel , Tel Aviv

Salary:

Not provided

Cyera

Expiration Date

Until further notice

Requirements

5+ years of experience leading technical CS, TAM, or Professional Services teams, including experience managing multi-regional teams across EMEA
Served as a Head/Director of CS, or in a similar leadership role, within a B2B SaaS or cybersecurity organization
Strong technical support mindset, with the ability to guide teams through complex troubleshooting, root-cause analysis, and customer escalations
You are comfortable partnering directly with Support and Engineering to resolve critical issues, streamline escalation paths, and ensure a seamless, high-quality customer experience
Excel at building scalable processes, driving adoption, managing renewals, and leading change across complex environments
Thrive in a fast-paced, high-growth, and ambiguous startup environment, making decisions with clarity and confidence
Bring a strong technical orientation, with experience working alongside Product, Engineering, and Architecture teams
Fluent in Salesforce, BI tooling, customer analytics, and data-driven decision-making
A compelling communicator, capable of leading both executive-level business discussions and deep technical workshops
Willing and able to travel 25–50% to engage directly with customers and teams.

Job Responsibility

Lead and scale technical Customer Success teams across EMEA, shaping team structure, methodologies, and execution standards as Cyera expands globally
Develop and operationalize CS infrastructure—including customer journeys, playbooks, QBR frameworks, KPIs, and dashboards—to drive predictable outcomes and organizational alignment
ֿBuild and own a comprehensive renewals strategy covering process design, forecasting, workflows, timelines, and escalations to ensure timely renewals, reduced churn, and strong retention
Collaborate closely with CSEs, Account Managers, and cross-functional leaders to streamline renewals and remove operational friction
Act as a strategic partner to enterprise customers, deepening relationships, understanding business goals, identifying expansion opportunities, and driving measurable value throughout the lifecycle
Monitor customer health, usage patterns, adoption trends, and risk indicators
proactively address issues to prevent escalations and protect satisfaction
Lead cross-functional initiatives to resolve renewal challenges, enhance onboarding and training, optimize support processes, and improve operational efficiency across regions
Partner with Product, OCTO, Sales, SEs, Support, and Services to align priorities, influence roadmap decisions, and ensure seamless customer transitions
Oversee end-to-end CS operations, including onboarding, enablement, engagement, and documentation, implementing best practices and standard operating procedures

Fulltime

Senior Director, Account Health Management EMEA

As a Senior Director, Account Health Management, you will be a key leader within...

Location

United Kingdom , London

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

10+ years of professional experience in a high-growth SaaS/Cloud Enterprise Organization or similar
At least 5+ years in a leadership capacity
Demonstrated experience leading global direct/indirect teams of 10+ in customer success, professional services, and/or support organizations
Proven track record of managing quantified metrics and execution programs to deliver exceptional results and customer satisfaction
Extensive customer-facing experience in senior roles, including the ability to effectively communicate and influence C-level executives and various levels of technical and non-technical depth within client teams
Expertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutions
Experience leading teams to deliver large technology programs to strategic customers, with expertise in 2+ of the following areas: Network Security, Cloud Security, Product Development, Security Operations, or DevSecOps
Proven ability to work effectively in a highly matrixed and fast-growing organization, building strong working relationships across multiple functions and mediating conflict
A strategic mindset with P&L/Run the Business experience, capable of scaling operations, and strong operational, analytical, and problem-solving skills with a track record of driving transformational improvements
Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs

Job Responsibility

Manage and mentor a team of Service Delivery Leaders and Customer Success Managers
Foster team cohesiveness, focusing on employee morale and development initiatives to promote internal retention
Set team goals aligned with overall organizational objectives, and provide regular performance feedback to direct reports
Build a growth mindset-oriented culture that promotes diversity, continuous improvement, a sense of urgency, and customer outcomes
Inspire and attract top talent to your team
Lead the Account Health Team to drive customer engagement and excellence for top-tier customers in the region
Act as a single accountable post-sales leader for customer outcomes, partner execution, and day-to-day post-sales execution and operations in your geography
Accountable for executive engagement, account health, and risk mitigation
Oversee customer planning, deployment, account-level reviews, and escalations
Maintain executive relationships and act as an escalation point to ensure stakeholder alignment and provide proactive, prescriptive advice for outstanding Customer Success

What we offer

FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
Mental and financial health resources
Personalized learning opportunities

Fulltime

Head of Customer Success – Brands & Agencies

We are seeking a senior leader to serve as Head of Customer Success for Global A...

Location

United States , New York

Salary:

120000.00 - 135000.00 USD / Year

Genius Sports

Expiration Date

Until further notice

Requirements

10+ years of experience in Customer Success, Account Management, or Client Services within Ad Tech, MarTech, or programmatic media
Extensive experience working directly with major global advertising agencies—ideally across multiple holding companies
Deep understanding of agency structures, decision-making processes, and media trading operations
Proven ability to build senior-level agency relationships and drive multi-market partnership growth
Strong understanding of programmatic workflows, data integrations, measurement, and cross-channel campaign execution
Exceptional executive communication skills, with an ability to influence senior stakeholders internally and externally
Demonstrated success in scaling global customer success teams and operations

Job Responsibility

Serve as the senior point of contact for Customer Success with major agency partners and top brand accounts
Collaborate with internal Sales teams to develop joint business plans (JBPs) and executive partnership programs to establish long-term, multi-market collaboration
Strengthen multi-level relationships—from global leadership to regional media directors and platform specialists
Champion the adoption of Genius Sports’s advertising capabilities and educate agency partners on how to integrate these capabilities into media plans, trading strategies, and testing frameworks
Develop the customer success vision and roadmap specifically for global agencies and their operating companies
Build frameworks that drive consistent product adoption across agency networks, regions, and business units
Align success initiatives with agency commercial goals, workflow models, and measurement requirements
Create scalable engagement models that support both enterprise-level relationships and in-market media teams
Lead onboarding, implementation, and activation programs tailored to agency workflows and media planning cycles
Build repeatable success plans that drive campaign performance, operational efficiency, and platform education across hundreds of client accounts throughout the sports calendar

What we offer

variable compensation schemes
US benefits
401k plans

Fulltime

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...

Location

United States , Denver; Nashville

Salary:

132000.00 - 182000.00 USD / Year

Checkr

Expiration Date

Until further notice

Requirements

5+ years of experience in customer support leadership roles
At least 3 years focused on enterprise B2B customers
Direct management experience leading teams of 10-20+ support professionals in high-growth environments
Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
Proven track record of successfully managing high-stakes customer escalations and executive-level communications
Enterprise B2B SaaS experience with complex, technical products (Required)
Experience in HR tech, compliance, or background screening industries (Preferred)
Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
Experience building support processes, playbooks, and systems that scale with growth

Job Responsibility

Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery

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
Unlimited PTO policy
Monthly wellness stipend
In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
A relocation stipend may be available for those willing to relocate to a Checkr hub location

Fulltime

Customer Success Account Management Team Manager

ANS Group are a 750+ team of technology specialists and business experts. We del...

Location

United Kingdom , Manchester

Salary:

Not provided

ANS Group

Expiration Date

Until further notice

Requirements

Proven track record managing a client-facing team within a digital services organisation
Demonstrable experience in a similar management role within a Customer Success Account Management or Sales Account Management role
Experience leading and developing high-performing customer success or account management teams within a digital services environment
Strong commercial acumen and a deep understanding of strategic account management
Exceptional stakeholder management, communication, and coaching skills
Ability to use data-driven insights to inform strategy and performance
Skilled at collaboration across departments, managing change, and championing customer experience improvements
Experience in running the end-to-end sales process across Enterprise size customers, supporting the team to identify, close and deliver solutions across Cloud, Data and Security
Natural ability to influence senior leaders and board members
Exceptional communicator, skilled in engaging presentations, negotiations, escalation resolution, and Exec forums

Job Responsibility

Lead and execute the customer success account management growth targets across Tier 3,4 & 5 customers
Lead and drive the end-to-end customer experience for post-sale account management with a keen eye on NRR
Act as the voice of the customer at a senior manager level
Ensure all post-deal customer activities from handover of upsell opportunities won to renewals are executed to meet or excel customer expectations
Influence the business forecast for renewals and upsell
Drive customer culture across the department as the customer champion improving revenue growth, driving retention, and growing long-term partnerships
Reduce customer churn
Coach the team to drive value-driven and strategic conversations with customers
Provide an escalation route
Ensure solutions and products proposed to customers are fit for purpose

What we offer

25 days’ holiday
Buy up to 5 more days holiday
Birthday off
Extra celebration day
5 days’ additional holiday in the year you get married
5 volunteer days
Private health insurance
Pension contribution match
4 x life assurance
Flexible working

Fulltime

Customer Success Operations Leader

We are looking for a CX Operations Leader to drive process excellence, analytics...

Location

United Kingdom , London

Salary:

Not provided

AFI Solutions GmbH

Expiration Date

Until further notice

Requirements

Proven track record at director level or equivalent leading CX operations in a software or SaaS company
Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations
Strong background in process optimisation and cross-functional collaboration at scale
Hands-on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT
Experience managing enterprise-grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero)
Demonstrated ability to partner with senior leaders to execute strategic CX initiatives
International experience in software or SaaS environments preferred

Job Responsibility

Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management
Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions
Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale
Drive consistency across departments to support growth and enhance the customer experience
Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance
Provide insights that enable data-driven decisions and accountability
Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations
Own the maintenance, optimisation, and innovation of SER Group’s core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero
Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved

What we offer

Offene, familiäre Unternehmensstruktur mit Flexibilität
Modernes Office mit Top-Ausstattung

Fulltime

Senior Director, Enterprise Customer Success

PagerDuty

Location:
United States , Atlanta

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
May 07, 2025

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