Why We Need You
PagerDuty is seeking an individual to join our Customer Success team as an Operations Manager. In this role, you will influence the strategy and execution for Customer Success by developing a deep understanding of the drivers of customer retention, adoption, growth and maturity at PagerDuty. You will provide insightful analyses and actionable recommendations and lead and execute high-impact projects. You will own forecasting and reporting on the monthly, quarterly and annual performance for the Customer Success team.
You will be a centralized point of contact for Customer Success, acting as a link to help streamline our internal systems and processes, between Customer Success and other teams within PagerDuty such as Sales Operations, Field Operations, Business Systems, Business Analytics, and Finance.
How You Contribute to Our Vision:
Identify inefficiencies, implement change management solutions, and track progress of planning, process, and tool improvements.
Point person on current Customer Success tools and evaluate other tools as necessary , manage customer distribution and capacity planning across the team by territory to ensure the best possible experience for our customers.
Run NPS program and provide actionable insights to internal teams and customers on a regular basis.
Partner on annual planning initiatives.
Coordinate training for Customer Success team, including helping to ensure team readiness during new product/feature launches.
Develop a full understanding of our customer health so we can detect early warning signs of churn, find the ideal on-boarding process, and identify up-sell opportunities.
Build & iterate on health scores.
Drive and support the building and adoption of a recurring reporting cadence to give the business insight into health and activity metrics.
Create and maintain dashboards that monitor KPIs and leverage data to identify, define, and evaluate projects that will move the needle for our customers and support other team members.
Mine and analyze data; identify areas to improve resource utilization, increase revenue, enhance services margin, and minimize risk.
Data deep dives and helping identify key strategic insights to improve our business.
About You:
Bachelor's degree (required)
Fluent spoken and written English is required
Demonstrated project management experience with cross-functional collaboration and influence to be able to drive projects forward
Self-disciplined, organized, and detail oriented with the ability to execute project plans with deadlines
Ability to work with remote and cross-functional teams and across different time zones to develop strategies and foster a cohesive and creative work environment
Advanced reporting and analytical skills and proficient in Excel, Gainsight, Salesforce
Experience using data to inform decision making
Previous experience working with customers as a Customer Success Manager
Excellent written and oral communication skills
Self starter and able to work on your own on projects
Able to translate complex data into simple insights, and communicate them effectively
Nice to Have:
Masters degree
High energy, enthusiasm, and passion for the business
SQL proficiency
High-growth operations or startup experience
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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