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:

PagerDuty is a global leader in digital operations management, enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. This role is focused on leading a team of success managers and renewal managers to drive adoption, improve renewal rates, and enable customer digital transformation.

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
Monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
Use adoption metrics to help CSMs understand where there is risk in their accounts and coach them through the use of playbooks to improve adoption
Work with the Value Realization team to ensure each customer has a value realization study that is data driven and outcomes based
Present decision making situations that quickly allow cross functional teams to align and move forward in favor of deeper customer satisfaction
Partner with other departments, such as sales, marketing, product, and engineering, to ensure a cohesive customer experience
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
Use Customer Success tools such as Salesforce, Gainsight, Gong, Tableau to manage the effectiveness of CSM plays, activities & renewals

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
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
Ability to collaborate effectively across the organization

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:

Hybrid work

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Senior Director, Enterprise Customer Success