Senior Director, Enterprise Customer Success

Summary

Join PagerDuty as our Regional Vice President, North America Customer Success, reporting to the Chief Customer Officer. Lead a team of success and renewal managers, engaging with enterprise customers to boost product adoption, improve renewal rates, and drive customer business value. This strategic role requires a proven track record in a modern SaaS company, including team leadership, fostering a customer-centric culture, and understanding enterprise sales. As a trusted advisor, you will align with executive stakeholders, evolve our Customer Success strategy, and ensure customers achieve business value and ROI. Key responsibilities include advocating for the customer, developing customer success strategies, leading and mentoring your team, driving retention and growth, performing data analysis and reporting, and collaborating cross-functionally. The position requires a minimum of 10 years of experience in consulting and SaaS leadership, along with a four-year degree. This is a hybrid role based in Atlanta, requiring 3 days per week in the office.

Requirements

• 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

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

Preferred Qualifications

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

Benefits

• Competitive salary
• Comprehensive benefits package from day one
• 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