Senior Director, Enterprise Customer Success

Pagerduty - San Francisco, CA

Full-time - Senior

San Francisco, CA

Publishing Industries

About the position

As our Senior Director, Enterprise Customer Success, you will be reporting to the VP of Customer Services & Value at PagerDuty. In this pivotal role, you will lead a team of success managers and scale leaders, engaging with PagerDuty's Enterprise customers to enhance product and platform adoption, improve renewal rates, and drive measurable business value to accelerate their digital journey. This position requires a strategic, hands-on leader with a proven track record in a modern SaaS company, capable of hiring and developing experienced team members while fostering a culture of customer centricity. You will also need to understand the dynamics of winning in the enterprise sector. The Customer Success Management team acts as a Trusted Advisor to our customers, ensuring their success. As a key leader within the Customer Success organization, you will align with Executive stakeholders to evolve our Customer Success strategy, helping customers achieve business value and ROI from their investment. Your responsibilities will include building and sustaining a high-performing team of Success Managers who embody our values, establishing Trusted Advisor relationships, and focusing on customer success. You will work closely with Sales, Marketing, and Product organizations to develop and execute growth plans that deliver clear business value. Additionally, you will manage and evolve our success approach to ensure strategic engagement with customers using data-centric insights. Your role will also involve enhancing engagement with Executive decision-makers and positioning the Operations Cloud as the platform for modern enterprises. You will instill operational rigor and consistency to define and refine success manager engagement strategies, account management, and programs at scale, while aligning cross-functionally to deliver an integrated customer experience that optimizes customer satisfaction, net revenue retention, and gross margins. Your success metrics will include ensuring customer renewals, lowering churn and downgrades, driving increased Executive engagement, and increasing customer adoption while delivering quantifiable business value results.

Responsibilities

• Build and sustain a team of high performing Success Managers who embody our values and establish Trusted Advisor relationships.
• Work closely with the Sales, Marketing, and Product organizations to develop and execute growth plans focused on delivering clear business value.
• Manage and evolve our success approach to ensure strategic engagement with customers using data-centric insights.
• Uplevel engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises.
• Instill operational rigor and consistency to define and refine success manager engagement strategies, account management, and programs at scale.
• Align with the company cross functionally to deliver an integrated customer experience that optimizes customer satisfaction, net revenue retention, and gross margins.
• Create evangelists by listening to customers and delighting them with our user experience and service.
• Manage operational components for renewals, customer satisfaction, support engagement, partner engagements, and customer adoption metrics.

Requirements

• Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills.
• Minimum of 15-20 years experience in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company.
• A four year degree or equivalent.
• Demonstrated ability to manage customer accounts in conjunction with sales organizations.
• Exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and inspire global teams.

Nice-to-haves

• A deep understanding of digital transformation in modern enterprises.
• Strong C-suite relationships in enterprises globally.
• MBA

Benefits

• Competitive salary
• Comprehensive benefits package from day one
• Flexible work arrangements
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
• Company equity
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent
• HibernationDuty - an annual company paid week off for all employees
• Paid volunteer time off - 20 hours per year
• Company-wide hack weeks
• Mental wellness programs