Senior Director, Enterprise Customer Success (Regional VP)

Position Overview

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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.

As our Regional Vice President, North America 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 renewal managers. Under your leadership, the team members will engage with PagerDuty’s Enterprise 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, creating a culture of customer centricity, and understanding the motion to win in the enterprise.

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, evolve our Customer Success strategy, and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty.

Responsibilities

• Advocate for the Customer:
  • Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services.
  • Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon.
• Strategic Leadership:
  • Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth.
  • Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises.
  • Understand and articulate the Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations.
• Team Management:
  • Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management.
  • Build and sustain a team of high-performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships, and focus on making every customer successful.
  • Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale.
• Retention and Growth:
  • Key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support, and PagerDuty University.
  • Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships.
  • Forecast renewals by working cross-functionally with sales, renewals, and operations.
• Data Analysis and Reporting:
  • Monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes.
  • Use adoption metrics to help CSMs understand where there is risk in their accounts and coach them through the use of playbooks to improve adoption.
  • Work with the Value Realization team to ensure each customer has a value realization study that is data-driven and outcomes-based.
• Cross-Functional Collaboration:
  • Effectively link business objectives in favor of continuous improvement.

Requirements

• Demonstrated track record in a modern SaaS company.
• Experience in hiring and developing experienced team members.
• Experience in creating a culture of customer centricity.
• Understanding of how to win in the enterprise market.

Company Information

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. We offer a flexible, award-winning workplace.