Senior Director, Global Enterprise Customer Success

Full Time
Main Location
San Francisco, CA, United States
Open jobs
Together we’re building a company that will endure and products people will love for generations to come.

We believe that people do their best in a culture that fosters inclusion, innovation, and success. Our values - Champion the Customer, Take the Lead, Run Together, Ack + Own and Bring Yourself - serve as the foundation of our collaborative and dynamic culture.

Whether it’s conducting a retrospective, participating in our bi-annual hack weeks, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day. Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.

We’re building an inclusive workplace that represents the real, everyday people we support around the world. From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty.

Why We Need You

 As our Senior Director of Global Enterprise 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 regional leaders. Under your leadership the team members will engage with PagerDuty’ largest customers to increase product and platform adoption, improve renewal rates and drive measurable customer business value to accelerate their digital journey.  Through alignment with a Sales leadership across the world you shall drive all aspects of leading and coaching the team to enable Pager Duty’s growth in the Enterprise business including  reducing downgrades and churn. 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 continuous learning and delivering industry leading customer success outcomes. 
How You Impact our Vision
  • Build and sustain a team of high performing Success Managers and Regional leaders who are focused on making every customer successful
  • Create a scalable methodology to ensure the team is engaging strategically with their customers and help prioritize their customer activities to drive the most business value
  • Partner closely with sales leadership for deal constructs to be inclusive of premier support and expert services to drive the optimum customer implementation of the Pagerduty products
  • Build and nurture C-level relationships across top accounts to solidify our partnership and commitment to the customer while penetrating deeper into the accounts ecosystem in order to strengthen our understanding of their interdependencies
  • Align with the company cross functionally to deliver an integrated customer experience from sales and pre-sales to post-sales that optimizes customer satisfaction, net revenue retention, gross margins, and net promoter scores
  • Manage operational components for renewals, customer satisfaction, premier support engagement, partner engagements and customer adoption metrics
  • Create evangelists by listening to customers closely and delighting them with our user experience and service. Based on customer feedback, partner closely with our Product Marketing and Engineering organizations on the product roadmap
  • The success metrics in this role will include ensuring customer renewals, lowering churn and downgrades, increasing customer adoption and delivering quantifiable business value results ultimately driving product expansion.
About You
  • Proven track record of trusted advisor to the c-suite at Fortune 1000 companies with strong consultative skills
  • Ability to collaborate with sales and other cross-functional teams to overachieve on mutually aligned revenue growth
  • Exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire global teams to achieve extraordinary results consistently quarter over quarter
  • Demonstrated success in consistently delivering revenue numbers, reducing churn and downgrades, producing accurate forecasts, while maintaining a focus on cost to serve
  • Experience managing large projects and developing technical teams including third party delivery organizations
  • Demonstrated ability to manage customer accounts in conjunction with sales organizations
Minimum Qualifications
  • 15-20 years experience with a combination of working in a Consulting firm running a team of senior consultants, and leading success organizations in a SaaS company
  • Bachelor's / 4 year degree

Preferred Qualifications
  • A deep understanding of Engineering dev ops evolution and digital transformation in the IT organizations
  • Strong C-suite relationships in large enterprises globally.
  • MBA Degree
PagerDuty offers:
Competitive salaries and company equityComprehensive benefits package including: medical, dental, and vision plans for you, your spouse and family 401K with 1% match
Pre-tax commuter benefits, FSA, cell phone allowance and more!
Generous parental leave
Paid vacation (3 weeks vacation your first year, 4 weeks afterwards) in addition to 12 paid holidays and ample sick leave
Paid employee Volunteer Time - 20 hours per year
Bi-annual company wide hack weeks
Catered lunch daily plus breakfast on Wednesdays, and plenty of snacks and drinks
Convenient office location in SoMa tech hub – accessible by BART, Muni and CalTrain

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

PagerDuty uses the E-Verify employment verification program.

To all recruitment agencies: PagerDuty does not accept agency resumes. Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location. PagerDuty is not responsible for any fees related to unsolicited resumes.

PagerDuty offers:
- Competitive salaries and company equity
- Comprehensive benefits package including: medical, dental, and vision plans for you, your spouse and family
- Generous parental leave
- Paid vacation (3 weeks vacation your first year, 4 weeks afterwards) in addition to paid holidays and ample sick leave
- Opportunities to get involved in PagerDuty's Employee Resource Groups (ERGs) and other diversity initiatives. ERGs are self-organized, employee-run communities focused on advancing a sense of belonging and inclusion for all - members, advocates, and allies.
- Paid employee volunteer time - 20 hours per year
- Bi-annual company wide hack weeks

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.
 
PagerDuty is for people. Meaning, we extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to transition or take the next step in your career path, we are excited to connect with you.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.  Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with local requirements.

PagerDuty uses the E-Verify employment verification program.

To all recruitment agencies: PagerDuty does not accept agency resumes. Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location. PagerDuty is not responsible for any fees related to unsolicited resumes.
Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Senior Director, Global Enterprise Customer Success
PagerDuty