Senior Director, Enterprise Customer Success (Regional VP)

PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70% of the Fortune 100 trust PagerDuty as essential infrastructure.

Join us. At PagerDuty youll tackle complex problems collaborate with kind and ambitious people and help build a more equitable worldall in a flexible awardwinning workplace.

As our Regional Vice President North America Customer Success you will be reporting to the Chief Customer Officer of PagerDuty. You will have the responsibility for leading a team of success managers and renewal managers. Under your leadership the team members will engage with PagerDutys Enterprise customers to increase product and platform adoption improve renewal rates and drive measurable customer business value to accelerate their digital journey.

This strategic handson leader will have demonstrated a track record in a modern SaaS company by hiring and developing experienced team members in creating a culture of customer centricity and understanding the motion to win in the enterprise.

The Customer Success Management team acts as a Trusted Advisor to our customers ultimately responsible for ensuring their success. As a key leader within the Customer Success organization you will align with Executive stakeholders evolve our Customer Success strategy and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty.

Key Responsibilities

Advocate for the Customer:

• Proactively engage with customers to understand their needs address challenges and ensure they are achieving desired outcomes with the companys products or services.
• Serve as a voice of the customer within the organization ensuring customer feedback is heard and acted upon.

Strategic Leadership:

• 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.
• Develop and implement customer success strategies aligned with business goals focusing on maximizing customer lifetime value and driving revenue growth.

Team Management:

• Lead mentor and develop a highperforming 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.

Retention and Growth:

• 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 crossselling and building strong customer relationships.
• Forecast renewals by working cross functionally with sales renewals and operations.

Data Analysis and Reporting:

• Monitor key customer success metrics identify trends and use data to inform decisionmaking 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.

CrossFunctional Collaboration:

• Effectively link business objectives in favor of continuous improvement. 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.

Process Improvement / Managing Workload:

• 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.

Basic Qualifications

• Ability to communicate and effectively present (verbally/in writing) coaching plans strategic plans for your business problem solving and decision making situations. Frame and solve complex business problems.
• Take on new challenges and the ability to work through uncertainty. Delivery high impacting contributions as well as pursue opportunities to influence decisions that impact customer value realization.
• Proven track record of trusted advisor to the Csuite 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.

Preferred Qualifications

• A deep understanding of digital transformation in modern enterprises
• Strong Csuite relationships in enterprises globally
• MBA

PagerDuty is a flexible hybrid workplace. We embrace and encourage inperson working as an integral part of our culture. Both our employees and external research tells us that colocated collaboration strengthens connections drives innovation and accelerates learning.

This role is expected to come into our Atlanta office 3 times per week so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position isUSD. This role may also be eligible for bonus commission equity and/or benefits.

Our base salary ranges are determined by role level and location. The range which is subject to change based on primary work location reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range we determine pay for an individual based on a number of factors including market location jobrelated knowledge skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role as well as the salary range for your primary work location during the hiring process.

Hesitant to apply

We encourage you to submit your resume even if you dont meet every requirement. We value potential and consider each candidates full professional story. Whether youre exploring a career change or taking your next step we look forward to reviewing your application. If this just isnt the right role or time sign up for job alerts!

Where we work

PagerDuty currently has offices in Atlanta Lisbon London San Francisco Santiago Sydney Tokyo and Toronto. We offer a hybrid flexible environment. We also provide ample opportunities for connection like team offsites and volunteering events.

How we work

Our values guide how we support customers collaborate with colleagues develop products and foster a culture of belonging. They define not just our actions but what it means to be Dutonian.

What we offer

As a global organization our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more including countryspecific offerings on our benefits site.

Your package may include:

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 nonpregnant parent (some countries have longer leave standards and we comply with local laws)*

Paid volunteer time off: 20 hours per year

Companywide hack weeks

Mental wellness programs

*Eligibility may vary by role region and tenure

About PagerDuty

PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps Automation Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible resilient and scalable platform to increase innovation velocity grow revenue reduce cost and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise.

PagerDuty is Great Place to Workcertified a Fortune Best Workplace for Millennials a Fortune Best Medium Workplace a Fortune Best Workplace in Technology and a top rated product on TrustRadius and G2.

Go behindthescenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race religion color national origin gender sexual orientation age marital status parental status veteran status or disability status.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation please email and we will work with you to meet your accessibility needs.

PagerDuty uses the EVerify employment verification program.