Customer Success Manager

Overview

PagerDuty, Inc.

(NYSE:PD) is a global leader in digital operations management.

Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.

Inclusion and diversity have been part of our cultural values since day one.

From our CEO to our newest Dutonian, we take individual ownership in creating a work environment where everyone can thrive.

As we prepare for our next phase of growth, we are excited to search for our next Customer Success Manager.

Customer Success Managers at PagerDuty are responsible for ensuring that our customers are successful in their use of our services throughout their lifecycle.

PagerDuty is a flexible, hybrid workplace that embraces in-person collaboration.

This role is expected to come into our Santiago office twice a week.

Responsibilities

• Assist assigned customer with on-boarding, configuration and ongoing product adoption
• Partner with Sales to create an engagement strategy
• Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss account usage and opportunities
• Reach out to customers and address where they are not fully utilizing the product
• Identify accounts that are likely to churn using product data, queries and information to support your analysis
• Partner with Sales and Customer Support to create an engagement strategy for high-risk accounts
• Work to assess customers that have been lost or churned identifying reasons for churn and building a strategy to win customers back
• Make your customers wildly successful at the work they do by leveraging the PagerDuty platform

Minimum Qualifications

• You have previous experience in a customer facing role such as Customer Support or Customer Success
• You have previous experience working to support a highly technical product
• Previous experience on-boarding new customers and working to develop extensive customer enablement documentation or create and build webinars
• Ability to use MySQL or other tools (Birst, Tableau, Looker) to gather and assess information
• Have excellent presentation, written and verbal communication skills
• Have proven time management skills with the ability to prioritize tasks
• You work well under pressure, are a results oriented individual, and you are a team player
• Salesforce experience
• 3 or 5 years of experience

Preferred Qualifications

• Experience supporting a SAAS solution
• Worked in a DevOps environment or with a company going through a transition to DevOps.
  
  

What We Offer / Your Package

PagerDuty is a flexible, hybrid workplace.

We offer in-person collaboration, co-located work advantages, and a comprehensive rewards package.

Your package may include:

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc.

(NYSE:PD) is a global leader in digital operations management.

The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises.

With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations.

Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses

PagerDuty is Great Place to Work-certified, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty 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.

Your privacy is important to us.

By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.

Should you require accommodation, please email and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.