Manager, Customer Success

About the Role

Lead a team of Customer Success Managers to drive product adoption, retention, and measurable business value for PagerDuty's customers, acting as a trusted advisor in their digital operations transformation.

Responsibilities

• Lead, mentor, and develop a high-performing team of Customer Success Managers.
• Develop and implement customer success strategies to maximize platform value and achieve business goals.
• Drive customer retention and expansion by monitoring key metrics and mitigating churn risk.
• Serve as the voice of the customer, ensuring feedback influences product and service improvements.
• Collaborate with Sales, Product, and other teams to meet customer objectives and ensure seamless support.

Requirements

• Bachelor's degree required.
• 6+ years of experience in customer-facing SaaS roles, with at least 2 years in people management.
• Proven track record of managing strategic customers and developing high-performing teams.
• Strong analytical skills with the ability to use data to drive strategic decisions and forecast outcomes.
• Experience with customer success and sales tools such as Salesforce, Gainsight, or Tableau.
• Excellent verbal and written communication skills, with strong project management and organizational abilities.
• Experience managing remote teams.

Nice-to-Haves

• Experience with SaaS-based products and understanding of DevOps, IT Operations, and digital transformation.
• Familiarity with digital operations maturity models.
• Experience working with technical professionals and DevOps teams.