Manager, Customer Success Manager (San Francisco)

<div class="content-intro"><p>PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.</p></div><p>Manager, Customer Success</p> <p>As our Manager, Customer Success at PagerDuty, you will be reporting to the Director, Enterprise Customer Success. You will have the responsibility for leading a team of Customer Success Managers (CSMs) who engage with PagerDuty's customers to increase product adoption, improve retention rates, and drive measurable business value. This hands-on leader will demonstrate a track record of developing high-performing teams, creating a customer-centric culture, and implementing effective customer success strategies.</p> <p>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 work with customer stakeholders, implement success strategies, and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty.</p> <p>Key Responsibilities</p> <p>Advocate for the Customer:</p> <ul> <li>Proactively engage with customers through your team to understand their needs, address challenges, and ensure they are achieving desired outcomes</li> <li>Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon</li> <li>Partner with customers to identify and develop programs that drive higher feature adoption and improved customer health scores</li> </ul> <p>Strategic Leadership:</p> <ul> <li>Execute and implement customer success strategies aligned with business goals</li> <li>Create and implement processes that help customers maximize success with our platform</li> <li>Guide CSMs in building comprehensive success strategies using the customer's language and leveraging PagerDuty's tools and processes</li> <li>Understand and articulate PagerDuty's value proposition and how it helps organizations transform their digital operations</li> </ul> <p>Team Management:</p> <ul> <li>Lead, mentor, and develop a high-performing team of Customer Success Managers</li> <li>Provide evaluation and feedback necessary to coach performance to high levels of output</li> <li>Foster collaboration within the team and across the business</li> <li>Attract, hire and retain high-performing Customer Success Managers</li> </ul> <p>Retention and Growth:</p> <ul> <li>Drive customer retention and expansion through effective team leadership</li> <li>Monitor and improve key metrics including gross revenue retention, net revenue retention, adoption, and customer health scores</li> <li>Work with Sales team to identify new opportunities and facilitate post-sale handoff process</li> <li>Effectively manage churn risk through proactive identification and mitigation strategies</li> </ul> <p>Data Analysis and Reporting:</p> <ul> <li>Monitor key customer success metrics and identify trends to inform decision-making</li> <li>Utilize data to accurately forecast and drive measured improvement across the team's book of business</li> <li>Report on team outcomes and trends</li> <li>Leverage customer success tools to track and improve team effectiveness</li> </ul> <p>Cross-Functional Collaboration:</p> <ul> <li>Partner effectively with Sales, Solutions Consultants, Product, and other teams to meet customer business objectives</li> <li>Ensure smooth coordination between account teams for complex customer needs</li> <li>Drive alignment across teams for customer escalations and resolution</li> <li>Establish clear processes for engaging executive leadership when needed</li> </ul> <p>Process Improvement /