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
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 customer's language and leveraging PagerDuty's tools and processes
Understand and articulate PagerDuty's value proposition and how it helps organizations transform their digital operations
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
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 team's 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
Bachelor's 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
The base salary range for this position is $142,100 - $194,000 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.