Senior Director, Enterprise Customer Success

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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As our Senior Director, Enterprise Customer Success, you will be reporting to the VP of Customer Services & Value at PagerDuty. You will have the responsibility for leading a team of success managers and scale leaders. Under your leadership the team members will engage with PagerDuty's Enterprise customers to increase product and platform adoption, improve renewal rates and drive measurable customer business value to accelerate their digital journey.

This strategic, hands-on 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, evolving our Customer Success strategy and will be responsible for helping customers achieve business value and ROI from their investment.

Key Responsibilities

• Build and sustain a team of high performing Success Managers who embody our values, establish Trusted Advisor relationships and focus on making every customer successful.
• Work closely with the Sales, Marketing, and Product organizations to develop and execute growth plans with a focus on delivering clear business value.
• Manage and evolve our success approach to ensure the team is engaging strategically with their customers using data-centric insights to drive the most business value.
• Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises.
• Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale
• Align with the company cross functionally to deliver an integrated customer experience from sales and pre-sales to post-sales that optimizes customer satisfaction, net revenue retention, and gross margins.
• Create evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide our Product organization with product enhancement information.
• Manage operational components for renewals, customer satisfaction, support engagement, partner engagements and customer adoption metrics.
• The success metrics in this role will include ensuring customer renewals, lowering churn and downgrades, driving increased Executive engagement, and increasing customer adoption and delivering quantifiable business value results.

Basic Qualifications

• Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
• Minimum of 15-20 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
• Exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire global teams to achieve extraordinary results consistently quarter over quarter
• Demonstrated success in consistently delivering revenue numbers, reducing churn and downgrades, producing accurate forecasts, while maintaining a focus on cost to serve

Preferred Qualifications

• A deep understanding of digital transformation in modern enterprises
• Strong C-suite relationships in enterprises globally
• MBA

The base salary range for this position is 180, ,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.

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

This role is expected to come into our San Francisco office 1 time per week, so you can thrive in your new role and fully embrace being a Dutonian

Not sure if you qualify?

Apply anyway We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.

Where we work

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

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

• Champion the Customer | Put users first to design great products and experiences.
• Run Together | Build strong teams that amplify our impact on users.
• Take the Lead | Disrupt and invent to be the first choice for users.
• Ack + Own | Take ownership and action to deliver more efficiently to users.
• Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are 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 from day one
• Flexible work arrangements
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
• 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 revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, PagerDuty's Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.

PagerDuty is Great Place to Work-certifiedTM, 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 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 E-Verify employment verification program.