Customer Success Manager, PubSector - DC
About The Position
PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization, PagerDuty is seeking a Customer Success Manager (CSM) to join our talented, customer-focused team! As a CSM, you will be part of the Global Customer Success organization, partnering closely with Account Executives, Renewal Managers, and Product teams to ensure our customers achieve measurable value and adoption of PagerDuty’s solutions. You will own the post-sale relationship, guiding customers through the Realize phase of our Land-Realize-Expand strategy and driving sustained business impact. This is an exciting opportunity to directly influence customer outcomes, enhance retention, and help shape how organizations around the world empower their teams with real-time operations management. The ideal candidate is passionate about customer success, driven by results, and motivated to build trusted partnerships that deliver value and enable customer growth.
Requirements
- 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.
- Applicants must be currently authorized to work in the United States on a full-time basis.
Nice To Haves
- Experience driving the adoption of complex SaaS or cloud-based solutions.
- Familiarity with account expansion processes and collaboration with cross-functional teams.
- Background in the tech or enterprise software industry.
- Strong analytical and problem-solving skills; proactive and results-oriented mindset.
- Excellent customer advocacy and communication abilities.
Responsibilities
- 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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
