Why We Need You
As our Director of Global Commercial + SMB Customer Success , you will be reporting to the Chief Customer officer of 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 commercial and small medium business 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, managing the “long tail” using data science and analytics for a scale model and delivering industry leading customer success outcomes. 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, building and evolving our Commercial Customer Success strategy and will be responsible for helping customers achieve business value and ROI from their investment.
How You Impact Our Vision
Build and sustain a team of high performing Success and Program Managers who embody our values, establish Trusted Advisor relationships and focus on making every customer successful
Work closely with the Commercial Sales and Marketing organizations to develop and execute growth plans
Create a scalable methodology to ensure the team is engaging strategically with their customers using both a high touch and tech touch model to drive business value outcomes
Act as a solution architect using data science, customer segmentation and personas to accelerate success, tailored customer experiences, and define opportunities for scale
Instill operational rigor and consistency, as appropriate, across Commercial Customer Success 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 pre-sales to post-sales that optimizes customer satisfaction, net revenue retention, gross margins and net promoter scores
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
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, increasing customer adoption and delivering quantifiable business value results.
About You
Proven track record of trusted advisor to the C-suite in Commercial accounts with strong consultative skills
Ability to collaborate with sales, marketing and other cross-functional teams to overachieve on mutually aligned revenue growth
Experience in executing and innovating the scale business for the “long tail” leveraging data science, marketing campaigns and outsourcing
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
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 services or success organizations in a SaaS company
Bachelor's or 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 commercial and small enterprises globally
MBA Degree
The base salary range for this position is 151,000 - 231,000 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.
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, Sydney, Tokyo, and Toronto, with remote opportunities in those cities and Chile. We offer a hybrid, flexible workplace, while also providing ample opportunities for in-person and virtual connection with your fellow Dutonians.
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 equity
Comprehensive benefits package from day one
Flexible work arrangements
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)
Generous paid vacation time
Paid holidays and sick leave
Paid volunteer time off - 20 hours per year
Bi-annual company-wide hack weeks
Mental wellness programs
Dutonian Wellness Days & Midyear Wellness Week - scheduled company-wide paid days off in addition to PTO and scheduled holidays HibernationDuty - a week each year 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
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a better digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Notable customers include 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 @pagerdutylife 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.
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