PagerDuty
Senior Director, Enterprise Customer Success (Regional VP)
PagerDuty, Atlanta, Georgia, United States, 30383
Overview
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 report to the Chief Customer Officer and lead a team of success managers and renewal managers. Under your leadership, the team 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, 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 help 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 articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations. 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 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 business activities and managing change 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 and 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. Deliver high-impact 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 Salary 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. The role is hybrid; Atlanta office presence is expected about 3 days per week. PagerDuty offers a comprehensive benefits package and total rewards aligned with local regulations. This section includes country-specific offerings on our benefits site. 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 committed to creating a diverse environment and 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 Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program. Seniority level
Executive Employment type
Full-time Job function
Other Industries
Software Development
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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 report to the Chief Customer Officer and lead a team of success managers and renewal managers. Under your leadership, the team 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, 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 help 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 articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations. 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 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 business activities and managing change 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 and 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. Deliver high-impact 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 Salary 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. The role is hybrid; Atlanta office presence is expected about 3 days per week. PagerDuty offers a comprehensive benefits package and total rewards aligned with local regulations. This section includes country-specific offerings on our benefits site. 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 committed to creating a diverse environment and 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 Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program. Seniority level
Executive Employment type
Full-time Job function
Other Industries
Software Development
#J-18808-Ljbffr