Customer Success Manager

6 months ago

Melbourne, Australia PagerDuty Full time

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts

We are seeking an experienced and dynamic Portfolio Customer Success Manager to join our team. In this role, you will manage a large portfolio of accounts, focusing on improving customer usage, adoption, and overall customer success. You will be responsible for creating engaging content, videos, and webinars to show use cases. Your ability to segment and communicate effectively with diverse customer groups will be crucial to your success.

**Key Responsibilities**:

- **Customer Experience**:

- Drive usage and adoption for a portfolio of customers to ensure their success and satisfaction with PagerDuty's solutions
- Build relationships with decision-makers and champions across your accounts and lead strategic meetings to discuss account usage and opportunity
- **Team Collaboration**:

- Work with team members across departments to enhance service delivery and share customer feedback
- Collaborate with cross-functional teams, including Professional Services, Renewals, Sales and Product to align on customer success strategies.
- **Insights**:

- Monitor technology and customer experience trends to find the most compelling channel to communicate with clients
- Utilise data to understand where client are not fully utilising the product and Identify accounts that are likely to churn using product data, queries and information to support your analysis
- Proactively identify and address customer adoption risks, providing solutions to mitigate these risks.
- Track and report on key customer success metrics to continuously improve the customer experience
- **Communication**:

- Create compelling content including posts, stories, webinars to contribute on pagerduty's on-boarding, configuration as well as ongoing product adoption
- Segment the customer base to deliver tailored communication and support strategies for different customer groups.
- **Professional Development**:

- Maintain technical knowledge as a Subject Matter Expert on one or more areas of expertise and be able to explain complex technical concepts in simple, understandable terms to customers.

**Qualifications**:

- **Must have**:

- Bachelor's degree in Communications, Marketing, Business, or a related field.
- 3-5 years of experience in Customer Success, Account Management, Marketing, Communications, Content or a similar role, preferably in the tech industry.
- Excellent communication skills, both written and verbal, with the ability to create compelling content.
- Strong creative vision and ability to generate engaging content ideas.
- Passion for digital and technology with an eye on social media
- Proficiency in analytics tools and ability to interpret data to inform strategy.
- Ability to work collaboratively in a fast-paced environment, managing multiple projects simultaneously.
- Strong problem-solving skills and a proactive approach to identifying and mitigating risks.
- **Nice to have**:

- Experience in a customer facing role such as Customer Support or Customer Success
- Experience on-boarding new customers and working to develop extensive customer enablement documentation or create and build webinars
- Experience with Customer Relationship Management (CRM) software and other customer success tools.
- Background in communications or marketing is a plus.
- Previous experience in a SaaS or tech company is highly desirable.

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 Sydney office one time per week, so you can thrive in your new role and fully embrace being a Dutonian

**Not sure if you qualify?**

**Where we work**

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

**How we work**

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.
- Champion the Customer | Put users first to design great products and experiences.
- Run Together | Build strong teams that amplify our impact on users.
- Take the Lead | Disrupt and invent to be the first choice for users.
- Ack + Own | Take ownership and action to deliver more efficiently to users.
- Bring Your Self | Bring your best self to build empathy and trust with users.

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