Senior Director, Enterprise Customer Success (Regional VP)

Senior Director, Enterprise Customer Success (Regional VP)

PagerDuty, Inc. 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.

As our Regional Vice President, North America Customer Success, you will be reporting to the Chief Customer Officer of PagerDuty. You will have the responsibility for leading a team of success managers and renewal managers. Under your leadership the team members will engage with PagerDuty's Enterprise customers to increase product and platform adoption, improve renewal rates and drive measurable customer business value to accelerate their digital journey.

This strategic, hands-on leader will have demonstrated a track record in a modern SaaS company by hiring and developing experienced team members, in creating a culture of customer centricity, and understanding the motion to win in the enterprise.

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 align with Executive stakeholders, evolve our Customer Success strategy and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty.

Key Responsibilities

Advocate for the Customer :

• Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services.
• Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon.

Strategic Leadership :

Team Management :

Retention and Growth :

Data Analysis and Reporting :

Cross-Functional Collaboration :

Process Improvement / Managing Workload :

Basic Qualifications

Preferred Qualifications

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 tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our Atlanta office 3 times per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is 180,000 - 275,000 USD. This role may also be eligible for bonus, commission, equity, and / or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills / competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.