Customer Success Manager

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 a Customer Success Manager within the Scaled team at PagerDuty, you will play a pivotal role in driving customer adoption, retention, and growth. You will act as a trusted advisor to a large breadth of customers, ensuring they maximize the value of PagerDuty's platform. By building strong relationships and understanding customer needs, you will help them achieve their business goals through product adoption while also identifying opportunities for expansion of add-on products and upselling of license count.

This role requires a proactive, strategic mindset, a passion for customer success, and the ability to collaborate across teams to deliver exceptional results. You will also contribute to PagerDuty's mission of creating a world where businesses can respond to critical events in real-time.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, escalations, and strategic discussions in a high-volume, 1-to-many environment.
• Manage customer interactions within the pooled segment, responding to digital signals and automated triggers.
• Monitor data-driven insights to identify at-risk accounts and growth opportunities.
• Quickly understand each customer's business objectives, challenges, and success metrics.
• Identify opportunities for upselling and cross-selling PagerDuty solutions, including new features, products, and services.
• Drive customer adoption of PagerDuty's platform to ensure they achieve their desired outcomes.
• Conduct regular business reviews to assess customer health, align on goals, and showcase the value of PagerDuty's solutions.
• Collaborate with internal teams to drive account expansion, renewals, and long-term customer success.
• Contribute to the development of processes, tools, and resources to improve team efficiency and customer outcomes.
• Share insights and recommendations to help customers stay ahead of industry challenges and opportunities.
• Stay informed on industry trends, best practices, and PagerDuty's evolving product offerings.

Qualifications

Basic Qualifications

• 3+ years of experience in account management, customer success, sales, or a related role in a SaaS or technology company.
• Proven track record of managing customer relationships and/or identifying opportunities within a book of business
• Strong communication and interpersonal skills, with the ability to build trust and rapport with customers at all levels, including executives.
• Analytical mindset with the ability to understand customer data and translate it into actionable insights.
• Experience with CRM tools (e.g., Salesforce) and customer success platforms
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong negotiation and conflict resolution skills.

Preferred Qualifications

• Familiarity with incident management, DevOps, or IT operations.
• Knowledge of PagerDuty's platform or similar tools (e.g., Tableau and Outreach)
• Strong problem-solving skills and a proactive approach to addressing customer challenges.
• Experience with value-based selling and success planning
• Availability to work 1 day per  week into our Santiago office
• Fluent English

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

For external applicants, including employee referrals, this role is expected to come into our Santiago office 4 times per month, so they can thrive in their new role and fully embrace being a Dutonian!

Hesitant to apply?

We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts!

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible environment. We also provide ample opportunities for connection, like team offsites and volunteering events.

How we work

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

What we offer

As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

- Competitive salary

- Comprehensive benefits package from day one

- 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, enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps, Automation, Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible, resilient and scalable platform to increase innovation velocity, grow revenue, reduce cost, and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise.

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 committed to creating a diverse environment and 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.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.