Senior Director, Enterprise Customer Success

As our Senior Director, Enterprise Customer Success, you will be reporting to the VP of Customer Services & Value at PagerDuty. You will have the responsibility for leading a team of success managers and scale leaders. Under your leadership the team members will engage with PagerDuty’s Enterprise customers to increase product and platform adoption, improve renewal rates and drive measurable customer business value to accelerate their digital journey. 

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 understanding the motion to win in the enterprise.

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 align with Executive stakeholders, evolving our Customer Success strategy and will be responsible for helping customers achieve business value and ROI from their investment. 

Key Responsibilities

• Build and sustain a team of high performing Success Managers who embody our values, establish Trusted Advisor relationships and focus on making every customer successful. 
• Work closely with the Sales, Marketing, and Product organizations to develop and execute growth plans with a focus on delivering clear business value. 
• Manage and evolve our success approach to ensure the team is engaging strategically with their customers using data-centric insights to drive the most business value. 
• Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises.  
• Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale 
• 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, and gross margins. 
• Create evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide our Product organization with product enhancement information. 
• Manage operational components for renewals, customer satisfaction, support engagement, partner engagements and customer adoption metrics. 
• The success metrics in this role will include ensuring customer renewals, lowering churn and downgrades, driving increased Executive engagement, and increasing customer adoption and delivering quantifiable business value results. 

Basic Qualifications 

• Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills 
• Minimum of 15-20 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
• A four year degree or equivalent
• Demonstrated ability to manage customer accounts in conjunction with sales organizations 
• 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

Preferred Qualifications 

• A deep understanding of digital transformation in modern enterprises
• Strong C-suite relationships in enterprises globally
• MBA

The base salary range for this position is 180,000 - 275,000 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.

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 tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our San Francisco office 1 time per week, so you can thrive in your new role and fully embrace being a Dutonian!