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PagerDuty Logo PagerDuty · Customer Service

Senior Director, Enterprise Customer Success

United States, Atlanta Employment contract 180000.00 - 275000.00 USD / Year · Job Posted May 29, 2025
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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
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