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 outcomes
• Serve as voice of the customer
• Develop and implement customer success strategies
• Uplevel engagement with executive decision makers
• Lead, mentor, and develop customer success organization
• Drive customer retention and expansion
• Monitor key metrics and use data to inform decisions
• Collaborate with sales, marketing, product, and engineering
• 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
• Experience with Customer Success technologies (Gainsight)
• Understanding of Customer Journey frameworks
• 10+ years experience in consulting or SaaS success organizations
• Bachelor's degree
• Ability to manage accounts with sales organizations
• Exceptional leadership and integrity

Benefits

• No benefits