Senior Director, Enterprise Customer Success

Senior Director, Enterprise Customer Success (Regional VP)PagerDuty is seeking a Senior Director, Enterprise Customer Success (Regional VP) to lead our Enterprise Customer Success organization in North America. You will report to the Chief Customer Officer and lead a team of success managers and renewal managers to increase product and platform adoption, improve renewal rates, and drive measurable customer business value to accelerate customers’ digital journeys.The Customer Success Management team acts as a Trusted Advisor to our customers, align with Executive stakeholders, evolve our Customer Success strategy, and help customers achieve business value and ROI from their PagerDuty investment.Key ResponsibilitiesAdvocate for the Customer: Proactively engage with customers to understand their needs, address challenges, and ensure desired outcomes with PagerDuty products and services. Serve as the voice of the customer within the organization, ensuring customer feedback is heard and acted upon.Strategic Leadership: Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth. Uplevel engagement withExecutive decision makers and position Operations Cloud as the platform for modern enterprises. Articulate the value proposition of Operations Cloud and how PagerDuty helps corporations revolutionize their digital operations.Team Management: Lead, mentor, and develop a high‑performing customer success organization, building and sustaining a team of leaders (Success Managers and Directors) who foster trusted advisor relationships and customer success outcomes. Instill operational rigor to define engagement strategies, account management, and programs at scale.Retention And Growth: Drive customer retention and expansion by identifying upsell/cross-sell opportunities and building strong customer relationships. Forecast renewals by working cross-functionally with sales, renewals, and operations.Data Analysis And Reporting: Monitor key customer success metrics, identify trends, and use data to inform decision-making and process improvements. Use adoption metrics to coach CSMs and support value realization studies with the Value Realization team.Cross-Functional Collaboration: Align business objectives with cross-functional teams (sales, marketing, product, engineering) to deliver a cohesive customer experience.Process Improvement / Managing Workload: Establish consistent rhythms of business, identify and implement improvements to processes/tools (e.g., Salesforce, Gainsight, Gong, Tableau) to enhance efficiency and effectiveness.QualificationsMinimum 10 years of experience in roles that include leading teams in SaaS or services, with strong consulting skills and experience managing customer accounts alongside sales organizations. Bachelor’s degree required; four-year degree or equivalent.Proven ability to act as a trusted advisor to C-suite executives in Enterprise accounts with strong consultative skills. Experience building plays/playbooks using CS tools like Gainsight to measure impact.Understanding of Customer Journey frameworks and ability to apply them to CSM tasks and responsibilities.Demonstrated track record in hiring and developing teams, fostering customer-centric cultures, and delivering consistent results.Strong communication and presentation skills, problem-solving, and decision-making capabilities; ability to influence decisions that impact customer value realization.Preferred QualificationsDeep understanding of digital transformation in modern enterprises; strong global C-suite relationships.MBA is a plus.This role is based in Toronto with a hybrid work model. The role may require coming to the office up to three times per week.Salary: The base salary range for this position is 192,000 - 264,000 CAD. This role may be eligible for bonus, commission, equity, and/or benefits. Salary ranges reflect minimum and maximum base pay; actual compensation depends on location, knowledge, skills, and experience. Your recruiter can share more about specific offerings for this role and your location during the hiring process.PagerDuty is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability. We are committed to reasonable accommodations in our job application process. For accommodation requests, please email accommodation@pagerduty.com.PagerDuty uses the E-Verify employment verification program. #J-18808-Ljbffr