Manager, Customer Success Manager (San Francisco)

PagerDuty (NYSE:PD) is a leader in Digital Operations an always-on world organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation Cloud Migration and DevOps Modernization. Notable customers include GE Cisco Genentech Electronic Arts Cox Automotive Netflix Shopify Zoom DoorDash Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development IT Customer Service Security and other teams across the organization.

Manager Customer Success

As our Manager Customer Success at PagerDuty you will be reporting to the Director Enterprise Customer Success. You will have the responsibility for leading a team of Customer Success Managers (CSMs) who engage with PagerDutys customers to increase product adoption improve retention rates and drive measurable business value. This hands-on leader will demonstrate a track record of developing high-performing teams creating a customer-centric culture and implementing effective customer success strategies.

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 work with customer stakeholders implement success strategies 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 through your team to understand their needs address challenges and ensure they are achieving desired outcomes
• Serve as a voice of the customer within the organization ensuring customer feedback is heard and acted upon
• Partner with customers to identify and develop programs that drive higher feature adoption and improved customer health scores

Strategic Leadership:

• Execute and implement customer success strategies aligned with business goals
• Create and implement processes that help customers maximize success with our platform
• Guide CSMs in building comprehensive success strategies using the customers language and leveraging PagerDutys tools and processes
• Understand and articulate PagerDutys value proposition and how it helps organizations transform their digital operations

Team Management:

• Lead mentor and develop a high-performing team of Customer Success Managers
• Provide evaluation and feedback necessary to coach performance to high levels of output
• Foster collaboration within the team and across the business
• Attract hire and retain high-performing Customer Success Managers

Retention and Growth:

• Drive customer retention and expansion through effective team leadership
• Monitor and improve key metrics including gross revenue retention net revenue retention adoption and customer health scores
• Work with Sales team to identify new opportunities and facilitate post-sale handoff process
• Effectively manage churn risk through proactive identification and mitigation strategies

Data Analysis and Reporting:

• Monitor key customer success metrics and identify trends to inform decision-making
• Utilize data to accurately forecast and drive measured improvement across the teams book of business
• Report on team outcomes and trends
• Leverage customer success tools to track and improve team effectiveness

Cross-Functional Collaboration:

• Partner effectively with Sales Solutions Consultants Product and other teams to meet customer business objectives
• Ensure smooth coordination between account teams for complex customer needs
• Drive alignment across teams for customer escalations and resolution
• Establish clear processes for engaging executive leadership when needed

Process Improvement / Managing Workload:

• Identify and implement improvements to customer success processes and tools
• Create and maintain consistent playbooks and best practices for the team
• Utilize customer success technologies such as Salesforce and Gainsight to measure impact and effectiveness
• Balance tactical requests with a consultative approach to ensure customer satisfaction

Basic Qualifications:

• Bachelors degree required
• 6 years of experience in customer-facing SaaS roles with 2 years of people management experience preferred.
• Proven track record of high performance in managing strategic customers
• Strong analytical skills with the ability to use data to drive strategic decisions
• Experience with customer success and sales tools (Salesforce Gainsight Tableau Gong etc)
• Demonstrated ability to manage complex client relationships
• Experience working with and managing remote teams
• Strong project management and organizational skills
• Excellence in verbal and written communication

Preferred Qualifications:

• Experience with SaaS-based products
• Understanding of DevOps IT Operations and digital transformation
• Experience working with technical professionals and DevOps teams
• Knowledge of digital operations maturity models

If you are within a 50 mile radius of the San Francisco office it is required to come in two times per week so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is $121800 - $167100 USD. 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 job-related 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 operates a hybrid work model with offices in 8 major cities: Atlanta Lisbon London San Francisco Santiago Sydney Tokyo and Toronto. While we offer flexibility within our established locations we cannot employ candidates residing in:

Location restrictions:
Australia: Northern Territory Queensland South Australia Tasmania Western Australia
Canada: Alberta Manitoba Newfoundland Northwest Territories Nunavut PEI Quebec Saskatchewan Yukon
United States: Alaska Hawaii Iowa Louisiana Mississippi Nebraska New Mexico Oklahoma Rhode Island South Dakota West Virginia Wyoming
Candidates must reside in an eligible location which vary by role.

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.

People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self Lead the Team Lead the Business and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development career promotion and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities prioritize their efforts and drive engagement and performance.

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 country-specific offerings on our benefits site.

Your package may include:

• Competitive salary
• Comprehensive benefits package
• 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 (some countries have longer leave standards and we comply with local laws)*
• Paid volunteer time off: 20 hours per year
• Company-wide 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. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core PagerDuty empowers teams to detect and resolve issues in real time orchestrate complex workflows and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50 as well as approximately two-thirds of the Fortune 100 PagerDuty is essential for delivering always-on digital experiences to modern businesses

PagerDuty is Great Place to Work-certified 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 behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty 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. Your privacy is important to us. By submitting an application you confirm that you have read and understand PagerDutys .

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 E-Verify employment verification program.