Sr. Director, Enterprise Customer Success

Why We Need You

As our Senior Director of North America Enterprise Customer Success, you will be reporting to the Vice President of Customer Service and Value of PagerDuty. You will have the responsibility for leading a team of success managers and leaders. 

Under your leadership the team members will engage with PagerDuty’ largest customers to increase product and platform adoption, improve renewal rates and drive measurable customer business value to accelerate their digital journey.  

Through alignment with Sales leadership you shall drive all aspects of leading and coaching the team to enable Pager Duty’s growth in the Enterprise business including reducing downgrades and churn. This strategic, hands-on leader will have demonstrated a track record in a modern SaaS company by hiring and developing experienced team members, in creating a culture of customer centricity and continuous learning and delivering industry leading customer success outcomes. 

How You Impact our Vision

Build and sustain a team of high performing Success Managers and Leaders who are focused on making every customer successful

Create a scalable methodology to ensure the team is engaging strategically with their customers and help prioritize their customer activities to drive the most business value

Partner closely with sales leadership for deal constructs to be inclusive of premier support and expert services to drive the optimum customer implementation of the Pagerduty products

Build and nurture C-level relationships across top accounts to solidify our partnership and commitment to the customer while penetrating deeper into the accounts ecosystem in order to strengthen our understanding of their interdependencies

Align with the company cross functionally to deliver an integrated customer experience from sales and pre-sales to post-sales that optimizes customer satisfaction, net revenue retention, gross margins, and net promoter scores

Manage operational components for renewals, customer satisfaction, premier support engagement, partner engagements and customer adoption metrics

Create evangelists by listening to customers closely and delighting them with our user experience and service. Based on customer feedback, partner closely with our Product Marketing and Engineering organizations on the product roadmap

The success metrics in this role will include ensuring customer renewals, lowering churn and downgrades, increasing customer adoption and delivering quantifiable business value results ultimately driving product expansion.

Basic Qualifications

Proven track record of trusted advisor to the c-suite at Fortune 1000 companies with strong consultative skills

Ability to collaborate with sales and other cross-functional teams to overachieve on mutually aligned revenue growth

Exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire global teams to achieve extraordinary results consistently quarter over quarter

Demonstrated success in consistently delivering revenue numbers, reducing churn and downgrades, producing accurate forecasts, while maintaining a focus on cost to serve

Experience managing large projects and developing technical teams including third party delivery organizations

Demonstrated ability to manage customer accounts in conjunction with sales organizations

Minimum Qualifications

15-20 years experience with a combination of working in a Consulting firm running a team of senior consultants, and leading success organizations in a SaaS company

Bachelor's / 4 year degree

Preferred Qualifications

A deep understanding of Engineering dev ops evolution and digital transformation in the IT organizations

Strong C-suite relationships in large enterprises globally.

MBA Degree

The base salary range for this position is 173,000 - 264,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.