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

Requirements

Bachelor's degree required
6+ years of experience in customer-facing SaaS roles with 2+ years of people management experience preferred.
Proven track record of high performance in managing strategic customers
Strong analytical skills with the ability to use data to drive strategic decisions
Experience with customer success and sales tools (Salesforce, Gainsight, Tableau, Gong, etc)
Demonstrated ability to manage complex client relationships
Experience working with and managing remote teams
Strong project management and organizational skills
Excellence in verbal and written communication

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

data analysiscustomer success strategiesproject managementstrategic decision-makingperformance evaluationprocess improvementcustomer retentionfeature adoptionmetrics monitoringconsultative approach

Soft Skills

leadershipmentoringcollaborationcommunicationorganizational skillscustomer advocacyteam managementcoachingproblem-solvingrelationship management

Certifications

Bachelor's degree