Senior Director, Enterprise Customer Success

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.

Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

As our Regional Vice President, North America Customer Success, you will be reporting to the Chief Customer Officer of PagerDuty. You will have the responsibility for leading a team of success managers and renewal managers. 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, evolve our Customer Success strategy and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty. 

Key Responsibilities

Advocate for the Customer:

• Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services. 
• Serve as a 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 our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises.  
• Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations. 
• Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth. 

Team Management:

• Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management. 
• Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful. 
• Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale. 

Retention and Growth:

• Key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University. 
• Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, 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 improve processes. 
• Use adoption metrics to help CSMs understand where there is risk in their accounts and coach them through the use of playbooks to improve adoption. 
• Work with the Value Realization team to ensure each customer has a value realization study that is data driven and outcomes based. 

Cross-Functional Collaboration:

• Effectively link business objectives in favor of continuous improvement. Present decision making situations that quickly allow cross functional teams to align and move forward in favor of deeper customer satisfaction.
• Partner with other departments, such as sales, marketing, product, and engineering, to ensure a cohesive customer experience. 

Process Improvement / Managing Workload:

• Establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects. 
• Continuously identify and implement improvements to customer success processes and tools to enhance efficiency and effectiveness. 
• Use Customer Success tools such as Salesforce, Gainsight, Gong, Tableau to manage the effectiveness of CSM plays, activities & renewals.  

Basic Qualifications 

• Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations. Frame and solve complex business problems. 
• Take on new challenges and the ability to work through uncertainty. Delivery high impacting contributions as well as pursue opportunities to influence decisions that impact customer value realization. 
• Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills. 
• Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness. 
• Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities. 
• Minimum of 10 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. Consistently delivering against targets; reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve. 
• Exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter. Ability to collaborate effectively across the organization. 

Preferred Qualifications 

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

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 Toronto office 3 times per week, so you can thrive in your new role and fully embrace being a Dutonian

The base salary range for this position is 192, ,000 CAD. 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.

Hesitant to apply?

We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn't the right role or time - sign up for job alerts

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:

Location restrictions:
Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.

How we work

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

What we offer

As a global organization, our total rewards approach is 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 
• Flexible work arrangements
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• 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 is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses

PagerDuty is Great Place to Work-certified, 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 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. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's .

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.