PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.
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Job Summary
As a Customer Success Manager within the Scaled team at PagerDuty, you will play a pivotal role in driving customer adoption, retention, and growth. You will act as a trusted advisor to a large breadth of customers, ensuring they maximize the value of PagerDuty's platform. By building strong relationships and understanding customer needs, you will help them achieve their business goals through product adoption while also identifying opportunities for expansion of add-on products and upselling of license count.
This role requires a proactive, strategic mindset, a passion for customer success, and the ability to collaborate across teams to deliver exceptional results. You will also contribute to PagerDuty's mission of creating a world where businesses can respond to critical events in real-time.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries, escalations, and strategic discussions in a high-volume, 1-to-many environment.
- Manage customer interactions within the pooled segment, responding to digital signals and automated triggers.
- Monitor data-driven insights to identify at-risk accounts and growth opportunities.
- Quickly understand each customer's business objectives, challenges, and success metrics.
- Identify opportunities for upselling and cross-selling PagerDuty solutions, including new features, products, and services.
- Drive customer adoption of PagerDuty's platform to ensure they achieve their desired outcomes.
- Conduct regular business reviews to assess customer health, align on goals, and showcase the value of PagerDuty's solutions.
- Collaborate with internal teams to drive account expansion, renewals, and long-term customer success.
- Contribute to the development of processes, tools, and resources to improve team efficiency and customer outcomes.
- Share insights and recommendations to help customers stay ahead of industry challenges and opportunities.
- Stay informed on industry trends, best practices, and PagerDuty's evolving product offerings.
QualificationsBasic Qualifications
- 3+ years of experience in account management, customer success, sales, or a related role in a SaaS or technology company.
- Proven track record of managing customer relationships and/or identifying opportunities within a book of business
- Strong communication and interpersonal skills, with the ability to build trust and rapport with customers at all levels, including executives.
- Analytical mindset with the ability to understand customer data and translate it into actionable insights.
- Experience with CRM tools (e.g., Salesforce) and customer success platforms
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Strong negotiation and conflict resolution skills.
Preferred Qualifications
- Familiarity with incident management, DevOps, or IT operations.
- Knowledge of PagerDuty's platform or similar tools (e.g., Tableau and Outreach)
- Strong problem-solving skills and a proactive approach to addressing customer challenges.
- Experience with value-based selling and success planning
PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
For external applicants, including employee referrals, this role is expected to come into our Lisbon office 1 day per week, so they can thrive in their new role and fully embrace being a Dutonian!
Internal applicants are encouraged to apply regardless of location. We are committed to growing existing talent and would be happy to receive and review your application!
Not sure if you qualify?
Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.
Where we work
PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.
How we work
Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.
- Champion the Customer | Put users first to design great products and experiences.
- Run Together | Build strong teams that amplify our impact on users.
- Take the Lead | Disrupt and invent to be the first choice for users.
- Ack + Own | Take ownership and action to deliver more efficiently to users.
- Bring Your Self | Bring your best self to build empathy and trust with users.
What we offer
One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.
Your package may include:
- Competitive salary
- Comprehensive benefits package from day one
- Flexible work arrangements
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
- Company equity*
- ESPP (Employee Stock Purchase Program)*
- Retirement or pension plan*
- Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
- HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
- Paid volunteer time off - 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
*Eligibility may vary by role, region, and tenure
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.
Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.
PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.
Go behind-the-scenes on our careers site and @pagerduty on Instagram.
Additional Information
PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [email protected] and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.
What the Team is Saying
What We Do
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.
Led by CEO Jennifer Tejada, two-thirds of the PagerDuty board is classified as non-white, with women making up nearly half of all board members. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.
PagerDuty is Great Place to Work-certified™, a Fortune Best Place to Work for Women, and a top rated product on TrustRadius and G2.
Go behind-the-scenes @PagerDuty on Instagram.
We’re also hiring, visit https://www.careers.pagerduty.com/ to learn more.
Why Work With Us
PagerDuty offers a hybrid, flexible environment where ambition thrives. We champion innovation, learning, and growth through our core values: Champion the Customer, Take the Lead, Run Together, Ack & Own, and Bring Your Self. Our commitment to inclusivity reflects the global diversity we serve. Join us!
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PagerDuty Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer a hybrid, flexible workplace, while also providing ample opportunities for connection in-person and virtually with your colleagues.
