Manager, Customer Success

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.
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Why We Need You
We are seeking an experienced and strategic leader to join our team as the Manager of Commercial Customer Success and Renewals for our EMEA + APJ regions. In this critical role, you will oversee both the Customer Success and Renewals functions, ensuring the success and retention of our valued customers while driving revenue growth through timely renewals and expansion. 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 platform expansion. As part of our commitment to fostering diversity and inclusion, we welcome applicants from all backgrounds to contribute to our culture of excellence.
How You Contribute To Our Vision
Leadership Excellence Guide and inspire a team of Commercial Customer Success Managers and Renewals Managers, setting the standard for excellence and supporting their professional growth.Performance Metrics track, and analyze KPIs to gauge the success of our customer success and renewal operations. Provide updates to leadership on forecast to goals. Your insights will fuel continuous improvement, pushing the boundaries of what we can achieve.Strategic Vision Craft and implement compelling strategies for customer success and renewals, closely aligned with our broader business goals. Utilize deep insights from customer interactions, feedback, and data analytics to inform and drive these strategies.Collaborative Synergy Work in lockstep with Sales, Customer Success Group and other teams to refine the customer journey, pinpointing opportunities for growth and ensuring customer needs are met with precision and creativity.Adoption & Satisfaction Lead the charge in initiatives aimed at boosting product adoption and customer satisfaction. Your efforts will maximize customer lifetime value and smooth the path from initial onboarding to ongoing engagement.Data-Driven Decision Making Harness the power of customer usage data, market trends, and competitive analysis to guide strategic decisions and fine-tune our approach to customer engagement.Performance Metrics Establish, track, and analyze KPIs to gauge the success of our customer success and renewal operations. Your insights will fuel continuous improvement, pushing the boundaries of what we can achieve.Requirements
English AdvancedBachelor's degree in a technical or business field (preferred)Demonstrable experience in supporting highly technical products, showcasing your ability to grasp and convey complex solutions.At least 8 years of progressive, customer-facing experience is essential, including a minimum of 3 years in a leadership or managerial role. This experience should highlight your capacity to lead teams, drive customer success, and contribute to business growth.A solid track record in enhancing customer satisfaction, retention, and revenue growth, particularly within a SaaS or subscription-based model, is crucial.Strong analytical abilities with a knack for extracting actionable insights from data to steer strategic decisions and refine customer engagement practices.Outstanding communication and interpersonal skills are non-negotiable, enabling you to forge and nurture relationships across all organizational levels and with key external parties.Proven leadership skills, with the ability to rally cross-functional teams around shared goals, promoting a culture of collaboration, accountability, and high performance.Hands-on experience with Salesforce or equivalent CRM systems, complemented by adeptness in utilizing data analysis tools and methodologies to drive insights.You're a strategic thinker with a laser focus on outcomes, imbued with strong business sense and a relentless drive to deliver superior customer experiences.Thrive in a fast-evolving business landscape, demonstrating a commitment to continual improvement, embracing change, and fostering innovation.Familiarity with DevOps practices, IT monitoring tools, and infrastructure technologies is a plus.Experience managing customer success and renewal teams in a global or multi-region environment is a plus.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. Your package may include:
Competitive salary and company equityComprehensive benefits package from day oneFlexible work arrangementsESPP (Employee Stock Purchase Program)Retirement or pension planPaid 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)Generous paid vacation timePaid holidays and sick leaveDutonian Wellness Days - scheduled company-wide paid days off in addition to PTOHibernationDuty - 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 rechargePaid volunteer time off - 20 hours per yearCompany-wide hack weeksMental wellness programsAbout 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.
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Additional InformationPagerDuty 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 ****** and we will work with you to meet your accessibility needs.PagerDuty uses the E-Verify employment verification program.

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