Director, Customer Success

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.

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.

PagerDuty is seeking an experienced leader to help evolve our Asia Pacific and Japan Customer Success organization, driving revenue growth and adoption of our technology. Reporting directly to the Chief Customer Officer, this role will own Customer Success, Support, Services and Renewals. This person will have the opportunity to design and expand PagerDuty's presence in the region from Incident Response to Operations Cloud, focused on partnering with our largest and most strategic customers to the smallest customers.

Responsibilities

• Lead, manage and expand the existing regional post sales team including Customer Support, Customer Success, and Professional services. This includes recruiting, hiring, training and transforming the organization to drive Operations Cloud.
• Nurture and enhance the team culture with sales and post-sales operating as "one team."
• Be a trusted advisor and engage with customers at executive levels.
• Partner with Renewals, PagerDuty University and Data Science teams to achieve targeted Customer outcomes and business value.
• Accelerate closing of large transactions by collaborating with sales & customers to plan "Journeys to Success" on large scale deployments which include Professional Services, Premium Support, PagerDuty University & Customer Success Management resources.
• Prioritize & orchestrate post-sales resources to maximize revenue and minimize churn/downgrade inclusive of Customer Success manager and services-led engagements.
• Source expansion revenue opportunities through customer engagement with Customer Success Management or Professional Services teams.
• Be the regional champion for the Customer, acting as a figurehead for PagerDuty's Customer Community by partnering with marketing to develop & promote customer use cases & references. In addition, being the conduit for providing the voice of the customer to Product Development.
• The success metrics in this role will include churn and downgrades, net expansion and operating margin.

Basic Qualifications

• 10-15 years of experience in a customer facing role with 3+ years management experience in Customer Success organizations.
• Proven track record of managing Customer Success cross-functional teams to deliver top line recurring revenue in a fast-paced SaaS company, inclusive of local and global stakeholders.
• Strong technical aptitude and experience in DevOps environments.
• Drive for building key, long term customer relationships across customer organizations from C-Level to Technical Lead roles.
• Experienced in executing Enterprise Digital Transformation & Cloud Migrations.
• Bachelor's Degree in Technology/Science

Preferred Qualifications

• Masters or MBA
• Competent in Agile, Scrum, DevOps environments.
• Ability to prioritize & execute within a dynamic, fast-paced environment.
• Strong analytical skills with ability to interpret & present data to both internal and external partners.
• Attention to detail when overseeing the commercial aspect of the role; Statements of Work, customer proposals, deployment and enablement plans.
• Excellent communicator who is able to effectively partner with key local and global stakeholders to develop compelling recommendations and drive outcomes.

Location and Work Model

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. This role is expected to come into our Sydney office 2-3 times per week, so you can thrive in your new role and fully embrace being a Dutonian

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. People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

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

Location restrictions

Location restrictions: PagerDuty cannot employ candidates residing in certain regions. Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia; Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon; United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming. Candidates must reside in an eligible location, which vary by role.

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. 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.

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. We do 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 uses the E-Verify employment verification program.

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