PagerDuty

Customer Success Manager

• Advocate for the Customer: Proactively engage with customers through your team to understand their needs, address challenges, and ensure they are achieving desired outcomes
• Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
• Partner with customers to identify and develop programs that drive higher feature adoption and improved customer health scores
• Strategic Leadership: Execute and implement customer success strategies aligned with business goals
• Create and implement processes that help customers maximize success with our platform
• Guide CSMs in building comprehensive success strategies using the customer's language and leveraging PagerDuty's tools and processes
• Understand and articulate PagerDuty's value proposition and how it helps organizations transform their digital operations
• Team Management: Lead, mentor, and develop a high-performing team of Customer Success Managers
• Provide evaluation and feedback necessary to coach performance to high levels of output
• Foster collaboration within the team and across the business
• Attract, hire and retain high-performing Customer Success Managers
• Retention and Growth: Drive customer retention and expansion through effective team leadership
• Monitor and improve key metrics including gross revenue retention, net revenue retention, adoption, and customer health scores
• Work with Sales team to identify new opportunities and facilitate post-sale handoff process
• Effectively manage churn risk through proactive identification and mitigation strategies
• Data Analysis and Reporting: Monitor key customer success metrics and identify trends to inform decision-making
• Utilize data to accurately forecast and drive measured improvement across the team's book of business
• Report on team outcomes and trends
• Leverage customer success tools to track and improve team effectiveness
• Cross-Functional Collaboration: Partner effectively with Sales, Solutions Consultants, Product, and other teams to meet customer business objectives
• Ensure smooth coordination between account teams for complex customer needs
• Drive alignment across teams for customer escalations and resolution
• Establish clear processes for engaging executive leadership when needed
• Process Improvement / Managing Workload: Identify and implement improvements to customer success processes and tools
• Create and maintain consistent playbooks and best practices for the team
• Utilize customer success technologies such as Salesforce and Gainsight to measure impact and effectiveness
• Balance tactical requests with a consultative approach to ensure customer satisfaction

Manager, Customer Success

• Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations.
• Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities.
• Guide a customer on process, people and change management best practices to drive customers adoption of real time operations.
• Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
• Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline.
• Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth.
• When appropriate, recommend additional expert services needed to drive success.
• Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.
• Represent the voice of the customer to inform our sales process or product roadmap.
• Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer.
• Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions.
• Predict and forecast risk, renewal and expansion within the customer portfolio.

Senior Principal Customer Success Manager, PubSector

Senior Principal Customer Success Manager

Product Manager

• Work with product and UX design managers to deeply understand PagerDuty Operations Cloud functionality and customer journeys
• Partner with our apps and platform product teams to understand, consolidate, and prioritize their UX needs
• Deliver a powerful web and mobile user experience platform that empowers our app teams to deliver market-leading usability
• Guide Accessibility and FedRAMP compliance, internationalization (i18n) and localization (l10n) programs to make our products available to more customers
• Develop and deliver on an integrated roadmap serving our business priorities and product team needs

Product Manager – Mobile & App Platform

• Manage Gross Retention Rate (GRR) by driving improved customer health and engagement.
• Build and maintain long-term customer relationships across technical and executive levels.
• Lead adoption and value realization efforts within 3–6 months post-sale, ensuring successful onboarding.
• Monitor customer health metrics; proactively identify and mitigate risk to retention.
• Partner with Renewal Managers on the renewal process and identify expansion opportunities for the Sales team.

• Build and foster executive-level trusted advisor relationships with the customer’s IT, Engineering and Support organizations.
• Demonstrates hands on PagerDuty Product knowledge by applying it to the customer's business priorities.
• Guide a customer on process, people and change management best practices to drive customers adoption of real time operations.
• Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
• Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline.
• Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth.
• When appropriate, recommend additional expert services needed to drive success.
• Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.
• Represent the voice of the customer to inform our sales process or product roadmap.
• Lead the cross functional post sales team at PagerDuty, delivering a seamless experiences on behalf of the customer.
• Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions.
• Predict and forecast risk, renewal and expansion within the customer portfolio.

Strategic Customer Success Manager

Customer Success Manager, PubSector

Account Executive

• Own and grow a defined set of enterprise accounts by driving upsell, cross-sell, and expansion opportunities.
• Build and maintain trusted executive relationships through regular in-person engagement and consultative selling.
• Develop and execute strategic account plans to identify growth areas, expansion pathways, and competitive positioning.
• Drive adoption of PagerDuty’s Operations Cloud by articulating clear business value and ROI.
• Execute complex, multi-product sales motions and partner with Solution Consultants for technical validation and proof-of-concept activities.
• Maintain accurate forecasts and a disciplined pipeline in Salesforce using the MEDDICC framework.
• Collaborate with Customer Success, Product Management, and Renewals teams to ensure customer satisfaction and long-term retention.

Account Manager

• Own a portfolio of existing customers to ensure adoption, value realization, and retention.
• Develop and execute account plans that drive renewals, mitigate churn risk, and uncover expansion opportunities.
• Present and negotiate renewal proposals, structure multi-year options, and manage contract value through strategic account management.
• Monitor customer health using usage analytics, telemetry, and business insights to identify and address risks early.
• Collaborate cross-functionally with Legal, Sales Operations, and Renewals teams to ensure smooth contracting, forecasting, and reporting processes.
• Maintain strong product knowledge and deliver consultative guidance to drive configuration optimization and feature adoption.