Manager, Customer Success - Dallas, TX

PagerDuty

7d•Hybrid

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. Manager, Customer Success As our Manager, Customer Success at PagerDuty, you will be reporting to the Director, Enterprise Customer Success. You will have the responsibility for leading a team of Customer Success Managers (CSMs) who engage with PagerDuty's customers to increase product adoption, improve retention rates, and drive measurable business value. This hands-on leader will demonstrate a track record of developing high-performing teams, creating a customer-centric culture, and implementing effective customer success strategies. The Customer Success Management team acts as a Trusted Advisor to our customers, ultimately responsible for ensuring their success. As a key leader within the Customer Success organization, you will work with customer stakeholders, implement success strategies, and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty.

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

Nice To Haves

Experience with SaaS-based products
Understanding of DevOps, IT Operations, and digital transformation
Experience working with technical professionals and DevOps teams
Knowledge of digital operations maturity models

Responsibilities

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

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