Principle CS Strategy & Operations Manager

PagerDuty • San Francisco, CA

9d • Hybrid

About The Position

PagerDuty is seeking a Principle CS Strategy & Operations Manager to serve as the operating backbone of its Customer Success organization. The role combines strategic planning and operational execution: defining how Customer Success should scale and building the systems, data, and processes that make performance measurable and repeatable. The manager partners with CS 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 spans executive and board-level reporting as well as detailed administration of CS workflows and systems. The role also leads and mentors a CS Strategy & Operations team and works across Sales, Support, Marketing, Product, Finance, People, and other teams. PagerDuty operates a hybrid work model, and candidates must reside in an eligible location; role-specific eligibility may vary.

The base salary range is $131,000–$220,000 USD. The role may also be eligible for bonus, commission, equity, and/or benefits. Individual pay depends on factors including work location, job-related knowledge, skills, competencies, and experience.

Requirements

• 6–8+ years of experience in Customer Success Operations, Revenue Operations, or Strategy & Operations.
• At least 3 years of experience leading direct reports.
• Track record building or scaling CS operations in an enterprise SaaS or subscription business.
• Deep, hands-on experience with CS or CRM platforms such as Gainsight or Salesforce, or similar platforms.
• Experience with 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 or 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, with the ability to create both board presentations and process documentation.
• Bias toward action and ownership; embodies PagerDuty's “Ack + Own” principle.
• Comfort operating amid 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 CS compensation plan design.
• Experience supporting a public-company reporting cadence.

Responsibilities

• Define and drive the multi-year Customer Success strategy in alignment with net revenue retention (NRR), gross retention (GRR), and product adoption goals.
• Partner with CS leadership on organizational design, customer segmentation, and coverage models, including scaled, digital-led, and high-touch approaches.
• Own executive and board-level reporting on CS performance, translating operational data into narratives about retention, risk, and growth.
• Identify and prioritize initiatives that can improve retention and expansion, using data to build 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 CS insights.
• Partner with Finance on the CS annual operating plan, including headcount, budget, and productivity assumptions, and revisit the plan as business conditions change.
• Own the CS technology stack, including tools such as Gainsight and Salesforce, customer health scoring, journey automation, and reporting infrastructure.
• Design, instrument, and continuously improve customer journey playbooks for onboarding, adoption, renewal, and expansion.
• Build and maintain the CS KPI framework and executive dashboards, using BI tools and native Salesforce reporting.
• Evaluate and deploy AI tools and workflows to improve CSM productivity, identify churn and risk signals, and streamline customer engagement.
• Own capacity planning, book-of-business design, and territory and account assignment in partnership with Sales Ops, Finance, and People teams.
• Partner with CS leadership and People and Compensation teams on CS compensation plan design, aligning incentives with retention and expansion priorities.
• Lead renewal operations end-to-end, including forecasting, risk segmentation, and engagement strategies for at-risk accounts.
• Drive cross-functional programs connecting CS with Sales, Support, Marketing, Product, and Finance, including OKR setting, execution tracking, and post-program measurement.
• Lead and mentor the CS Strategy & Operations team, fostering 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 a pregnant parent and 12 weeks for a non-pregnant parent, 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: Senior
• Education Level: No Education Listed