Director, Sales Strategy & Operations

PagerDuty•San Francisco, CA

3d•Hybrid

About The Position

PagerDuty is seeking a senior operator and trusted advisor to Americas Sales and Customer Success leadership. Reporting to the VP, Field Operations, the Director will lead sales planning and translate company strategy into a scalable, repeatable Americas go-to-market engine across the customer lifecycle and Commercial, Mid-Market, and Enterprise segments. The role balances forward-looking planning for upcoming quarters and fiscal years with 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 operating partner to Americas Sales and Customer Success leaders, overseeing planning, performance metrics, forecast and pipeline governance, customer lifecycle programs, and strategic initiatives. The position leads a high-performing team, drives improvements to seller and CSM productivity, and translates complex plans into clear narratives and actions for senior executives.

Requirements

10+ years of experience in management consulting, Sales, Customer Success, business operations, GTM strategy, or business planning in enterprise software or large-scale technology.
Experience with SaaS or consumption models and a deep understanding of ARR and related metrics, including bookings, pipeline coverage, GRR/NRR, churn, and expansion.
3+ years of direct people-management experience 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.
Hands-on operating approach that balances strategy and 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 GTM strategy and operations experience, ideally in cloud computing.
Aptitude for analytics and data-driven decision-making, with a track record of successful GTM strategies across Product Led Growth and Enterprise Selling motions.
Willingness to perform hands-on work, such as creating analytics and writing communications, alongside sophisticated work for senior executives.
Curiosity about business and customers, and a customer-focused approach to Strategy and Operations.
Understanding of sales tools and how to advise GTM stakeholders on using them effectively to improve efficiency and selling motions.
MBA or equivalent advanced degree.
Management consulting or corporate strategy experience in GTM, 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 translate company and regional priorities into plans and execute key business imperatives.
Own the Americas Sales operating cadence, including forecast calls, pipeline inspection, deal reviews, QBRs, and executive performance readouts.
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.
Drive seller and front-line manager productivity by identifying friction, simplifying processes, and scaling best practices across segments.
Support the design of overage models, territories, segmentation, quotas, and capacity planning.
Support Sales compensation, headcount, and incentive design in partnership with Finance and People.
Serve as 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 improvements to those metrics.
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 identifying opportunities for AI and automation.
Partner with IT, Applications, and other stakeholders to evolve the 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

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
Companywide paid Dutonian Wellness Days and HibernationDuty days in addition to PTO
Paid parental leave: 22 weeks for pregnant parents and 12 weeks for non-pregnant parents, subject to local standards and laws
Paid volunteer time off: 20 hours per year
Company-wide hack weeks
Mental wellness programs