Senior Director, Enterprise Customer Success (Regional VP)

About the Role

Lead our North America Enterprise Customer Success organization to drive massive adoption, retention, and business value for PagerDuty's most strategic customers. This is a high-impact leadership role reporting directly to the Chief Customer Officer, where you will shape strategy and mentor a team of high-performing success leaders.

Responsibilities

• Lead, mentor, and develop a high-performing team of Customer Success Managers and Renewal Managers focused on Enterprise accounts.
• Develop and execute customer success strategies to maximize customer lifetime value, focusing on increasing product adoption and driving measurable business ROI.
• Serve as a Trusted Advisor to Executive stakeholders within customer organizations, articulating the value proposition of the Operations Cloud.
• Own key performance metrics including gross revenue retention (GRR), net revenue retention (NRR), executive engagement, and adoption rates.
• Instill operational rigor by refining success manager engagement strategies, account management processes, and utilizing Customer Success tools (e.g., Salesforce, Gainsight).
• Act as the voice of the customer internally, collaborating cross-functionally with Sales, Product, and Engineering to ensure a cohesive customer experience.

Requirements

• Minimum of 10 years of progressive experience, including leading services or success organizations within a modern SaaS company, or equivalent consulting leadership experience.
• Proven track record of serving as a trusted advisor to the C-suite in large Enterprise accounts.
• Demonstrated success in hiring, coaching, and developing high-performing leaders within a Customer Success function.
• Deep understanding of Customer Journey frameworks and experience building success plays and playbooks using Customer Success technologies like Gainsight.
• Exceptional ability to frame and solve complex business problems, manage uncertainty, and consistently deliver against revenue retention targets.
• Bachelor's degree or equivalent experience.

Nice-to-Haves

• MBA or advanced degree.
• Strong existing relationships with global enterprise C-suite executives.
• Deep understanding of digital transformation within modern enterprises.

Role Impact

This role is critical to PagerDuty's growth, directly influencing revenue stability and ensuring our largest customers revolutionize their digital operations using our platform.