Principal Sales Operations Manager

PagerDuty • San Francisco, CA

8d • Hybrid

About The Position

The Principal Sales Operations Manager is the operating backbone of PagerDuty’s Customer Success organization, working at the intersection of strategic planning and operational execution. The role defines how the Customer Success organization should grow and builds the systems, data, and processes needed to make that growth measurable and repeatable. It partners directly with Customer Success leadership to translate retention and expansion goals into segmentation, coverage models, and playbooks, and owns the tooling, metrics, and forecasting infrastructure used to operate the function.

This is a hands-on, high-visibility role that combines executive and board-level reporting with detailed ownership of Customer Success technology and workflows. The position also leads and mentors a Customer Success Strategy & Operations team and works cross-functionally with Sales, Support, Marketing, Product, Finance, and People teams.

Requirements

• 6–8+ years of experience in Customer Success Operations, Revenue Operations, or Strategy & Operations, including at least 3 years leading direct reports.
• Track record of building or scaling Customer Success operations in an enterprise SaaS or subscription business.
• Deep, hands-on experience with Customer Success or CRM platforms such as Gainsight and Salesforce, or similar platforms, and BI tools such as Tableau, Looker, Power BI, or Sigma.
• Experience evaluating or deploying AI-powered tools for Customer Success or Revenue Operations workflows.
• Experience partnering with C-suite and board-level stakeholders on strategy and reporting.
• Experience leading cross-functional initiatives across Sales, Product, Support, and Finance in a mid-to-large organization.
• Strong analytical skills and ability to turn messy, cross-system data into a clear point of view.
• Strong program management skills, including defining OKRs, running execution cadences, and holding cross-functional teams to deadlines.
• Excellent written and verbal communication skills, including the ability to create both board presentations and process documentation.
• Bias toward action and ownership, embodying PagerDuty’s “Ack + Own” value.
• Comfort operating with ambiguity in a fast-moving, distributed organization.

Nice To Haves

• Experience with digital or tech-touch customer engagement models.
• Incident management or observability domain knowledge.
• Experience with Customer Success compensation plan design.
• Experience supporting a public-company reporting cadence.

Responsibilities

• Define and drive the multi-year Customer Success strategy aligned to net revenue retention (NRR), gross retention (GRR), and product adoption goals.
• Partner with Customer Success leadership on organizational design, segmentation, and scaled, digital-led, and high-touch coverage models.
• Own executive and board-level reporting on Customer Success performance, turning operational data into a clear narrative on retention, risk, and growth.
• Identify and prioritize initiatives that can improve retention and expansion, build data-based business cases, and secure cross-functional support.
• Represent the voice of the customer to Product and go-to-market leadership, informing roadmap and go-to-market decisions with Customer Success insights.
• Partner with Finance on the annual Customer Success operating plan, including headcount, budget, and productivity assumptions, and revisit plans as business conditions change.
• Own the Customer Success technology stack, including tools such as Gainsight and Salesforce, customer health scoring, journey automation, and reporting infrastructure.
• Design, instrument, and continuously improve customer journey processes and playbooks for onboarding, adoption, renewal, and expansion.
• Build and maintain the Customer Success KPI framework and executive dashboards using BI tools and Salesforce reporting.
• Evaluate and deploy AI tools and workflows to increase CSM productivity, identify proactive churn and risk signals, and streamline customer engagement.
• Own capacity planning, book-of-business design, and territory and account assignments in partnership with Sales Operations, Finance, and People teams.
• Partner with Customer Success leadership and People/Compensation teams on compensation plan design aligned with retention and expansion priorities.
• Lead renewal operations end to end, including forecasting, risk segmentation, and engagement strategy for at-risk accounts.
• Drive cross-functional programs connecting Customer Success with Sales, Support, Marketing, Product, and Finance, including OKR setting, execution tracking, and post-program measurement.
• Lead and mentor a high-performing Customer Success Strategy & Operations team and foster ownership and continuous improvement.

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, with longer leave standards in some countries and compliance with local laws
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed