Customer Success Manager, PagerDuty

PagerDuty

Location:

Chile, Santiago

Category:

Customer Service

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

As a Customer Success Manager within the Scaled team at PagerDuty, you will play a pivotal role in driving customer adoption, retention, and growth. You will act as a trusted advisor to a large breadth of customers, ensuring they maximize the value of PagerDuty's platform. By building strong relationships and understanding customer needs, you will help them achieve their business goals through product adoption while also identifying opportunities for expansion of add-on products and upselling of license count.

Job Responsibility:

Serve as the primary point of contact for customer inquiries, escalations, and strategic discussions in a high-volume, 1-to-many environment
Manage customer interactions within the pooled segment, responding to digital signals and automated triggers
Monitor data-driven insights to identify at-risk accounts and growth opportunities
Quickly understand each customer's business objectives, challenges, and success metrics
Identify opportunities for upselling and cross-selling PagerDuty solutions, including new features, products, and services
Drive customer adoption of PagerDuty's platform to ensure they achieve their desired outcomes
Conduct regular business reviews to assess customer health, align on goals, and showcase the value of PagerDuty's solutions
Collaborate with internal teams to drive account expansion, renewals, and long-term customer success
Contribute to the development of processes, tools, and resources to improve team efficiency and customer outcomes
Share insights and recommendations to help customers stay ahead of industry challenges and opportunities
Stay informed on industry trends, best practices, and PagerDuty's evolving product offerings

Requirements:

3+ years of experience in account management, customer success, sales, or a related role in a SaaS or technology company
Proven track record of managing customer relationships and/or identifying opportunities within a book of business
Strong communication and interpersonal skills, with the ability to build trust and rapport with customers at all levels, including executives
Analytical mindset with the ability to understand customer data and translate it into actionable insights
Experience with CRM tools (e.g., Salesforce) and customer success platforms
Ability to manage multiple priorities and work effectively in a fast-paced environment
Strong negotiation and conflict resolution skills
Fluent English

Nice to have:

Familiarity with incident management, DevOps, or IT operations
Knowledge of PagerDuty's platform or similar tools (e.g., Tableau and Outreach)
Strong problem-solving skills and a proactive approach to addressing customer challenges
Experience with value-based selling and success planning

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:

March 25, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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