Customer Success Manager

Back to jobs New Customer Success Manager Lisbon Apply PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70% of the Fortune 100 trust PagerDuty as essential infrastructure. Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace. Inclusion and diversity have been part of our cultural values since day one. From our CEO to our newest Dutonian, we take individual ownership in creating a work environment where everyone can thrive. As we prepare for our next phase of growth, we are excited to search for our next Customer Success Manager!  Customer Success Managers at PagerDuty are responsible for ensuring that our customers are successful in their use of our services throughout their lifecycle.   Responsibilities Assist assigned customer with on-boarding, configuration and ongoing product adoption Partner with Sales to create an engagement strategy Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss account usage and opportunities Reach out to customers and address where they are not fully utilizing the product Identify accounts that are likely to churn using product data, queries and information to support your analysis Partner with Sales and Customer Support to create an engagement strategy for high-risk accounts Work to assess customers that have been lost or churned identifying reasons for churn and building a strategy to win customers back Make your customers wildly successful at the work they do by leveraging the PagerDuty platform Minimum Qualifications You have previous experience in a customer facing role such as Customer Support or Customer Success You have previous experience working to support a highly technical product Previous experience on-boarding new customers and working to develop extensive customer enablement documentation or create and build webinars Ability to use MySQL or other tools (Birst, Tableau, Looker) to gather and assess information Have excellent presentation, written and verbal communication skills   Have proven time management skills with the ability to prioritize tasks  You work well under pressure, are a results oriented individual, and you are a team player Salesforce experience 3 or 5 years of experience Preferred Qualifications Experience supporting a SAAS solution Worked in a DevOps environment or with a company going through a transition to DevOps.   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 Lisbon office 1 - 2 days per week, so you can thrive in your new role and fully embrace being a Dutonian! Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts ! Where we work PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we  cannot employ candidates residing in: Location restrictions:  Australia:  Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada:  Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Candidates must reside in an eligible location, which vary by role. How we work Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian. What we offer As a global organization, our total rewards approach is 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 Company equity* ESPP (Employee Stock Purchase Program)* Retirement or pension plan* Generous paid vacation time Paid holidays and sick leave Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)* 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, enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps, Automation, Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible, resilient and scalable platform to increase innovation velocity, grow revenue, reduce cost, and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise. 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 accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program. Apply for this job * indicates a required field First Name * Last Name * Preferred First Name Email * Phone Resume/CV Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Do you now, or in the future, require sponsorship to work for PagerDuty? * Select... While we offer workplace flexibility, we are currently unable to employ candidates residing in select provinces or states (see below). Do you reside in one of these regions? * Select... PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we  cannot employ candidates residing in: Australia:  Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada:  Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Submit application