Job Description

This role leads a team of success and renewal managers focused on increasing product adoption, improving renewal rates, and driving business value for PagerDuty’s Enterprise customers. The leader will be responsible for building a customer-centric culture, developing team members, and aligning with executive stakeholders to ensure customer success and ROI.

Responsibilities

• Engage with customers to understand needs and ensure desired outcomes
• Serve as voice of the customer within the organization
• Develop and implement customer success strategies
• Uplevel engagement with executive decision makers
• Lead, mentor, and develop a high-performing customer success team
• Drive customer retention and expansion
• Monitor key customer success metrics and use data to inform decisions
• Partner with other departments to ensure a cohesive customer experience
• Improve customer success processes and tools

Requirements

• Strong communication and presentation skills
• Ability to work through uncertainty
• Proven track record as a trusted advisor to C-suite executives
• Experience building plays and playbooks using Customer Success technologies
• Understanding of Customer Journey frameworks
• 10+ years experience in consulting or leading services/success organizations in a SaaS company
• Bachelor's degree
• Demonstrated ability to manage customer accounts and deliver against targets
• Exceptional leadership with integrity and character

Benefits

• No benefits