Customer Success Manager, PubSector

PagerDuty

full-time

Posted on: 3/11/2026

Location Type: Remote

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💰 $63,750 - $87,000 per year

About the role

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.

5+ years experience in Customer Success, Account Management, or related roles in SaaS or enterprise software.
Proven track record in managing customer retention and health metrics.
Experience conducting Quarterly Business Reviews (QBRs) and creating strategic success plans.
Strong understanding of customer lifecycle management and value realization.
Bachelor’s degree in Business, Technology, or a related field — or equivalent experience.

Benefits

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer retentioncustomer health metricsQuarterly Business Reviewsstrategic success planscustomer lifecycle managementvalue realization

Soft Skills

relationship buildingcustomer engagementrisk mitigationcollaborationcommunication