Director, Sales Strategy & Operations

PagerDuty•Atlanta, GA

6d•$147,000 - $222,000•Hybrid

About The Position

PagerDuty is seeking a Director, Sales & Customer Success Operations – Americas to serve as a senior operator and trusted advisor to Americas Sales and Customer Success leadership. Reporting to the VP, Field Operations, this role leads sales planning and translates company strategy into a scalable, repeatable Americas go-to-market engine across the customer lifecycle and Commercial, Mid-Market, and Enterprise segments. The position anticipates future business needs while maintaining the operating cadence and forecast rigor needed to keep the region on track. It leads a team of sales and customer success operations professionals and a portfolio of strategic go-to-market initiatives. The role does not own the sales or customer success technology stack; it partners with IT, Applications, and other stakeholders to evolve supporting processes and systems. The Director serves as the strategic and operating partner to Americas Sales and Customer Success leadership. The role oversees sales and customer success planning, forecasting, pipeline and customer health metrics, lifecycle processes, resourcing models, and performance governance. It identifies friction and bottlenecks, improves productivity and decision-making, and communicates insights and recommendations to executives. The position also leads, coaches, and develops a high-performing operations and strategy team. The role is expected to work in a hybrid arrangement and come into PagerDuty’s Atlanta office two times per week. The position offers a base salary range of $147,000–$222,000 USD and may also be eligible for bonus, commission, equity, and/or benefits.

Requirements

10+ years in management consulting, sales, customer success, business operations, GTM strategy, or business planning in enterprise software or large-scale technology.
SaaS or consumption experience and a deep understanding of ARR and related metrics, including bookings, pipeline coverage, GRR/NRR, churn, and expansion.
At least 3 years of direct people management leading sales operations, customer success operations, strategy, or analytics teams.
Track record leading sales planning and running the sales operating cadence with senior Sales leaders.
Track record driving new-business and renewal forecasting, pipeline analytics, and performance governance with senior Sales and Customer Success leaders.
Experience with coverage models, territory and book-of-business governance, quota setting, and capacity planning for a multi-segment Sales and Customer Success organization.
Experience with customer lifecycle programs, including health scoring, onboarding, renewal management, and churn mitigation.
Strong command of metrics and business modeling.
Executive-level communication skills with VP- and C-level audiences.
Ability to balance strategy and hands-on execution.
Ability to translate business needs into requirements for IT and Applications.
Bachelor’s degree in Business, Finance, Economics, or a related quantitative field.

Nice To Haves

Extensive experience in go-to-market strategy and operations, ideally in cloud computing.
Problem-solving ability, strategic thinking, methodical execution, and skill in identifying root causes.
Aptitude for analytics and data-driven decision-making, with a record of driving successful go-to-market strategies spanning Product Led Growth and Enterprise Selling motions.
Willingness to perform basic tasks such as creating analytics and writing communications while also conducting sophisticated work for senior executives.
Curiosity about business and customer behavior, with a customer-focused approach to Strategy & Operations.
Understanding of sales tools and how to advise go-to-market stakeholders on using them to maximize efficiency and improve selling motions.
MBA or equivalent advanced degree.
Management consulting or corporate strategy experience in go-to-market, sales effectiveness, or customer retention.
Experience as a Business Manager, Chief of Staff, or operating leader supporting Sales or Customer Success executives.
Experience managing a portfolio of 6–12 month initiatives in a matrixed organization.
Experience building scaled or digital Customer Success motions for long-tail segments.
Experience using AI tools to improve analysis, forecasting, or workflows.
Experience with Salesforce, Tableau, Anaplan, Gong, or Snowflake.

Responsibilities

Partner with Americas Sales leadership to execute key imperatives and translate company and regional priorities into plans and execution.
Own the Americas sales operating cadence, including weekly forecast calls, pipeline inspections, deal reviews, QBRs, and executive performance readouts.
Drive seller and front-line manager productivity by identifying friction, simplifying processes, and scaling best practices.
Improve forecast accuracy and pipeline health through inspection standards, stage definitions, and leading-indicator reporting.
Anticipate business performance, pipeline coverage, and resource needs across future quarters, and recommend actions before gaps emerge.
Support the design of overage models, territories, segmentation, quotas, and capacity plans.
Support Sales compensation, headcount, and incentive design in partnership with Finance and People.
Serve as the operating partner to Americas Customer Success leadership on retention, adoption, and expansion priorities.
Own Customer Success operating metrics and reporting, including gross and net revenue retention, churn, renewals, expansion, adoption, and customer health, and drive actions to improve them.
Design and operationalize customer lifecycle processes, including Sales-to-CS handoffs, onboarding, health scoring, success planning, renewal management, and escalation and risk playbooks.
Own renewal and retention forecasting and CSM book-of-business design, including customer-to-CSM coverage ratios.
Support Customer Success compensation, headcount, and incentive design with Finance and People.
Translate complex plans into compelling narratives for the VP, Field Operations, Americas Sales and Customer Success leadership, and the Executive Leadership Team.
Identify bottlenecks and streamline processes to improve decision speed, seller productivity, and CSM efficiency, including opportunities for AI and automation.
Partner with IT, Applications, and other stakeholders to evolve processes and tools supporting Americas Sales and Customer Success, defining requirements and priorities without owning the systems roadmap.
Lead, coach, and develop a high-performing team of sales and customer success operations and strategy professionals.

Benefits

Competitive salary
Comprehensive benefits package
Flexible work arrangements
Company equity
Employee Stock Purchase Program (ESPP)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days and HibernationDuty companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parents and 12 weeks for non-pregnant parents, subject to local standards
Paid volunteer time off: 20 hours per year
Company-wide hack weeks
Mental wellness programs