Manager, Customer Success Manager (San Francisco)

Manager, Customer Success

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.

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.

Key Responsibilities

Advocate for the Customer:

• Proactively engage with customers through your team to understand their needs, address challenges, and ensure they are achieving desired outcomes
• Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
• Partner with customers to identify and develop programs that drive higher feature adoption and improved customer health scores

Strategic Leadership:

• Execute and implement customer success strategies aligned with business goals
• Create and implement processes that help customers maximize success with our platform
• Guide CSMs in building comprehensive success strategies using the customer's language and leveraging PagerDuty's tools and processes
• Understand and articulate PagerDuty's value proposition and how it helps organizations transform their digital operations

Team Management:

• Lead, mentor, and develop a high-performing team of Customer Success Managers
• Provide evaluation and feedback necessary to coach performance to high levels of output
• Foster collaboration within the team and across the business
• Attract, hire and retain high-performing Customer Success Managers

Retention and Growth:

• Drive customer retention and expansion through effective team leadership
• Monitor and improve key metrics including gross revenue retention, net revenue retention, adoption, and customer health scores
• Work with Sales team to identify new opportunities and facilitate post-sale handoff process
• Effectively manage churn risk through proactive identification and mitigation strategies

Data Analysis and Reporting:

• Monitor key customer success metrics and identify trends to inform decision-making
• Utilize data to accurately forecast and drive measured improvement across the team's book of business
• Report on team outcomes and trends
• Leverage customer success tools to track and improve team effectiveness

Cross-Functional Collaboration:

• Partner effectively with Sales, Solutions Consultants, Product, and other teams to meet customer business objectives
• Ensure smooth coordination between account teams for complex customer needs
• Drive alignment across teams for customer escalations and resolution
• Establish clear processes for engaging executive leadership when needed

Process Improvement / Managing Workload:

• Identify and implement improvements to customer success processes and tools
• Create and maintain consistent playbooks and best practices for the team
• Utilize customer success technologies such as Salesforce and Gainsight to measure impact and effectiveness
• Balance tactical requests with a consultative approach to ensure customer satisfaction

Basic Qualifications:

• Bachelor's degree required
• 6+ years of experience in customer-facing SaaS roles with 2+ years of people management experience preferred. 
• Proven track record of high performance in managing strategic customers
• Strong analytical skills with the ability to use data to drive strategic decisions
• Experience with customer success and sales tools (Salesforce, Gainsight, Tableau, Gong, etc)
• Demonstrated ability to manage complex client relationships
• Experience working with and managing remote teams
• Strong project management and organizational skills
• Excellence in verbal and written communication

Preferred Qualifications:

• Experience with SaaS-based products
• Understanding of DevOps, IT Operations, and digital transformation
• Experience working with technical professionals and DevOps teams
• Knowledge of digital operations maturity models

If you are within a 50 mile radius of the San Francisco office, it is required to come in two 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 $121,800 - $167,100 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.