Senior Director, Enterprise Customer Success (Regional VP) at PagerDuty

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Track record in a modern SaaS company in hiring and developing experienced team members
Experience creating a culture of customer centricity
Understanding of the motion to win in the enterprise
Ability to align with Executive stakeholders
Ability to evolve Customer Success strategy
Ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations
Experience leading, mentoring, and developing a high-performing customer success organization
Skills in providing guidance, coaching, and performance management
Ability to build and sustain a team of high-performing leaders (Success Managers and Directors)
Experience instilling operational rigor and consistency in success manager engagement strategies, account management, and programs at scale
Expertise in monitoring key customer success metrics (gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support, and PagerDuty University), identifying trends, and using data for decision-making
Ability to forecast renewals by working cross-functionally with sales, renewals, and operations
Experience in data analysis, using adoption metrics, playbooks, and value realization studies

Responsibilities

Proactively engage with customers to understand their needs, address challenges, and ensure desired outcomes
Serve as the voice of the customer within the organization, ensuring feedback is heard and acted upon
Develop and implement customer success strategies aligned with business goals to maximize customer lifetime value and drive revenue growth
Uplevel engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
Lead, mentor, and develop a high-performing customer success organization
Build and sustain a team of high-performing leaders (Success Managers and Directors) who embody company values and establish trusted advisor relationships
Instill operational rigor and consistency to define and refine success manager engagement strategies, account management, and programs at scale
Drive customer retention and expansion by identifying upselling, cross-selling opportunities, and building strong relationships
Forecast renewals by working cross-functionally with sales, renewals, and operations
Monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
Use adoption metrics to coach CSMs on account risks and playbooks to improve adoption
Work with the Value Realization team to ensure data-driven, outcomes-based value realization studies for each customer
Effectively link business objectives for continuous improvement through cross-functional collaboration

Skills

Customer Success

SaaS

Team Leadership

Renewal Management

Product Adoption

Customer Engagement

Strategic Planning

ROI Analysis

Executive Stakeholder Management

PagerDuty

Incident management and response platform

About PagerDuty

PagerDuty specializes in incident management and response, providing a platform that helps organizations quickly address IT issues to minimize operational disruptions. The platform integrates with various monitoring tools to detect incidents in real-time, alerting the right personnel for swift action. This process aids in reducing downtime and maintaining service quality across sectors like technology, finance, healthcare, and retail. PagerDuty operates on a subscription-based model, offering different pricing tiers based on user count and feature levels, which ensures a steady revenue stream. The company also provides premium support and professional services, enhancing its offerings. Overall, PagerDuty aims to help organizations efficiently manage and resolve IT incidents, ensuring the reliability of their digital services.

San Francisco, CaliforniaHeadquarters

2009Year Founded

$168.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees