PagerDuty
Senior Director, Enterprise Customer Success (Regional VP)
PagerDuty, San Francisco, California, United States, 94199
Overview
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. PagerDuty is essential for delivering always-on digital experiences to modern businesses, trusted by a large portion of the Fortune 500, the Forbes AI 50, and the Fortune 100. Join us. At PagerDuty, you’ll tackle complex problems, collaborate with ambitious people, and help build a more equitable world in a flexible, award-winning workplace.
As our
Regional Vice President, North America Customer Success , you will report to the Chief Customer Officer. You will lead a team of success managers and renewal managers who 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 a proven track record in a modern SaaS company, including hiring and developing experienced team members, 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, aligning with Executive stakeholders, evolving our Customer Success strategy, and helping customers achieve business value and ROI from their PagerDuty investment.
Key Responsibilities
Advocate for the Customer:
Proactively engage with customers to understand their needs, address challenges, and ensure desired outcomes with PagerDuty products or services.
Strategic Leadership:
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; build and sustain a team of leaders who foster trusted advisor relationships and drive customer success at scale.
Retention and Growth:
Drive customer retention and expansion, forecast renewals, and collaborate with sales, renewals, and operations.
Data Analysis and Reporting:
Monitor key metrics, identify trends, and use data to inform decisions and improve processes; coach teams on adoption and value realization.
Cross-Functional Collaboration:
Partner with sales, marketing, product, and engineering to ensure a cohesive customer experience.
Process Improvement / Managing Workload:
Establish predictable rhythms, drive improvements to processes and tools, and manage CSM plays, activities, and renewals.
Basic Qualifications
Ability to communicate clearly and present strategic plans, solve problems, and make decisions; capable of framing and solving complex business problems.
Adaptability to new challenges and uncertainty; deliver high-impact contributions and influence decisions that impact customer value realization.
Proven track record as a trusted advisor to the C-suite in enterprise accounts with strong consultative skills.
Experience building plays and playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness.
Understanding of Customer Journey frameworks as applied to CSM tasks and responsibilities.
Minimum of 10 years experience in a combination of consulting leadership and SaaS customer success or services leadership.
Four year degree or equivalent.
Demonstrated ability to manage customer accounts in collaboration with sales; consistently meet targets, reduce churn, produce accurate forecasts, and manage cost to serve.
Strong leadership with integrity, vision, and the ability to hire, manage, and inspire teams to achieve results quarter over quarter.
Preferred Qualifications
Deep understanding of digital transformation in modern enterprises.
Strong C-suite relationships in global enterprises.
MBA.
Location and Work Model PagerDuty is a flexible, hybrid workplace. The role requires coming into the Atlanta office three times per week. We support in-person collaboration as part of our culture.
Compensation and Benefits The base salary range for this position is 180,000 - 275,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits. Salary ranges are determined by role, level, and location and may vary by factors including market and experience. Your recruiter can share more about offerings and location-specific details during the hiring process.
Hesitation 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. If this role isn’t right for you now, sign up for job alerts to stay informed.
What We Offer Benefits include competitive salary, comprehensive benefits from day one, flexible work arrangements, company equity, ESPP, retirement plans, generous PTO, paid holidays and sick leave, wellness and parental leave programs, volunteer time off, hack weeks, and mental wellness programs. Eligibility varies by role, region, and tenure.
About PagerDuty PagerDuty is a global leader in digital operations management, offering the PagerDuty Operations Cloud powered by AI to enable real-time issue detection, workflow orchestration, and continuous improvement for enterprises. PagerDuty is Great Place to Work-certified and recognized across multiple workplace awards and trusts. Explore our careers site for more information.
Equal Opportunity and Accessibility PagerDuty is an equal opportunity employer and prohibits discrimination. By submitting an application, you acknowledge review of PagerDuty’s Privacy Policy. PagerDuty provides accommodations for qualified individuals with disabilities in the application process; please email accommodation@pagerduty.com. PagerDuty participates in the E-Verify program.
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As our
Regional Vice President, North America Customer Success , you will report to the Chief Customer Officer. You will lead a team of success managers and renewal managers who 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 a proven track record in a modern SaaS company, including hiring and developing experienced team members, 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, aligning with Executive stakeholders, evolving our Customer Success strategy, and helping customers achieve business value and ROI from their PagerDuty investment.
Key Responsibilities
Advocate for the Customer:
Proactively engage with customers to understand their needs, address challenges, and ensure desired outcomes with PagerDuty products or services.
Strategic Leadership:
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; build and sustain a team of leaders who foster trusted advisor relationships and drive customer success at scale.
Retention and Growth:
Drive customer retention and expansion, forecast renewals, and collaborate with sales, renewals, and operations.
Data Analysis and Reporting:
Monitor key metrics, identify trends, and use data to inform decisions and improve processes; coach teams on adoption and value realization.
Cross-Functional Collaboration:
Partner with sales, marketing, product, and engineering to ensure a cohesive customer experience.
Process Improvement / Managing Workload:
Establish predictable rhythms, drive improvements to processes and tools, and manage CSM plays, activities, and renewals.
Basic Qualifications
Ability to communicate clearly and present strategic plans, solve problems, and make decisions; capable of framing and solving complex business problems.
Adaptability to new challenges and uncertainty; deliver high-impact contributions and influence decisions that impact customer value realization.
Proven track record as a trusted advisor to the C-suite in enterprise accounts with strong consultative skills.
Experience building plays and playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness.
Understanding of Customer Journey frameworks as applied to CSM tasks and responsibilities.
Minimum of 10 years experience in a combination of consulting leadership and SaaS customer success or services leadership.
Four year degree or equivalent.
Demonstrated ability to manage customer accounts in collaboration with sales; consistently meet targets, reduce churn, produce accurate forecasts, and manage cost to serve.
Strong leadership with integrity, vision, and the ability to hire, manage, and inspire teams to achieve results quarter over quarter.
Preferred Qualifications
Deep understanding of digital transformation in modern enterprises.
Strong C-suite relationships in global enterprises.
MBA.
Location and Work Model PagerDuty is a flexible, hybrid workplace. The role requires coming into the Atlanta office three times per week. We support in-person collaboration as part of our culture.
Compensation and Benefits The base salary range for this position is 180,000 - 275,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits. Salary ranges are determined by role, level, and location and may vary by factors including market and experience. Your recruiter can share more about offerings and location-specific details during the hiring process.
Hesitation 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. If this role isn’t right for you now, sign up for job alerts to stay informed.
What We Offer Benefits include competitive salary, comprehensive benefits from day one, flexible work arrangements, company equity, ESPP, retirement plans, generous PTO, paid holidays and sick leave, wellness and parental leave programs, volunteer time off, hack weeks, and mental wellness programs. Eligibility varies by role, region, and tenure.
About PagerDuty PagerDuty is a global leader in digital operations management, offering the PagerDuty Operations Cloud powered by AI to enable real-time issue detection, workflow orchestration, and continuous improvement for enterprises. PagerDuty is Great Place to Work-certified and recognized across multiple workplace awards and trusts. Explore our careers site for more information.
Equal Opportunity and Accessibility PagerDuty is an equal opportunity employer and prohibits discrimination. By submitting an application, you acknowledge review of PagerDuty’s Privacy Policy. PagerDuty provides accommodations for qualified individuals with disabilities in the application process; please email accommodation@pagerduty.com. PagerDuty participates in the E-Verify program.
#J-18808-Ljbffr