Senior Director, Enterprise Customer Success, PagerDuty

PagerDuty

Location:
Canada, Toronto

Category:
Customer Service

Contract Type:
Employment contract

Salary:

192000.00 - 264000.00 CAD / Year

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Job Description:

As the Regional Vice President, North America Customer Success, you will lead a team responsible for engaging with Enterprise customers to drive product adoption, improve renewal rates, and deliver measurable customer business value. You will align with executive stakeholders, develop customer success strategies, and manage a high-performing team of success managers and directors. This role focuses on customer retention, expansion, and leveraging metrics to improve processes while fostering cross-functional collaboration.

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
continuously identify and implement improvements to customer success processes and tools to enhance efficiency and effectiveness.

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.

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 29, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Senior Director, Enterprise Customer Success