PagerDuty · 3 weeks ago
Senior Director, Enterprise Customer Success (Regional VP)
San Francisco, CA
Full-time
Hybrid
Director/Executive
$180K/yr - $275K/yr
10+ years expPagerDuty is a global leader in digital operations management, and they are seeking a Senior Director, Enterprise Customer Success to lead their North America Customer Success team. This role involves developing customer success strategies, mentoring team members, and ensuring customer satisfaction and retention through effective engagement and collaboration.
AnalyticsCloud ComputingInformation TechnologyIT ManagementSaaSSoftware
Responsibilities
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
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
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
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
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
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
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
Qualification
Required
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
Preferred
A deep understanding of digital transformation in modern enterprises
Strong C-suite relationships in enterprises globally
MBA
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
Company
PagerDuty
PagerDuty is an operations performance platform that helps monitor IT infrastructure, detect issues, and resolve incidents.
1001-5000 employees
H1B Sponsorship
PagerDuty has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (7)
2023 (7)
2022 (12)
2021 (9)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
$523.6MKey Investors
AccelHarrison Metal
2023-10-10Post Ipo Debt· $350M
2019-04-10IPO
2018-09-06Series D· $90M
Leadership Team
Jennifer Tejada
CEO
Alex Solomon
CTO & Co-Founder
Recent News
2025-12-31
2025-12-29
2025-12-29
Company data provided by crunchbase