Senior Customer Success Manager

Senior Customer Success Manager

Why We Need You

Senior Customer Success Managers at PagerDuty are responsible for ensuring that our most strategic customers are successful in their use of our services. They focus on maximizing customer value and accelerated adoption of PagerDuty across their customer base. They are key contributors to PagerDuty's "Customers for Life" strategic vision, and will work with customers throughout their lifecycle.

How You Contribute to Our Vision

  • Assist enterprise customers with on-boarding, configuration and ongoing product adoption
  • Partner with Sales to create an engagement strategy
  • Build relationships with decision makers across your book of business and lead strategic meetings to discuss account usage and opportunity
  • Identify accounts that are likely to churn using product data, queries and information to support your analysis
  • Make your customers wildly successful at the work that they do by leveraging the PagerDuty platform

About You

  • You've got your Bachelor's degree (required), ideally in a technical field
  • You have 5-10 years previous enterprise experience in a customer facing role
  • You have previous experience working to support a highly technical product
  • You have previous experience leading in-person presentations
  • You are comfortable spending time in-person with C-level business leaders and decision makers
  • Previous experience on-boarding new customers and working to develop extensive customer enablement documentation or create and build webinars
  • Ability to use MySQL or other tools (Looker, Salesforce) to gather and assess information
  • Have excellent presentation, written and verbal communication skills
  • Have proven time management skills with the ability to prioritize tasks
  • You work well under pressure, are a results oriented individual, and you are a team player
  • Salesforce experience
  • Ability to work independently using standard approaches and share knowledge that may benefit the team
  • Strong technical aptitude - Can talk about technical subjects with subject matter experts

Nice to Have

  • Worked with a REST API
  • Systems administration experience (Linux, Windows)
  • Knowledge of modern IT monitoring environments
  • PagerDuty experience
  • Worked in a devops environment or with a company going through a transition to devops

Benefits to Get Excited About

In addition to working with great people, competitive salaries, and company equity, we also offer:

  • Working with a team of deeply passionate and intelligent people
  • Competitive salaries and company equity
  • Comprehensive benefits package, including medical, dental, and vision plan options for you and your spouse/family, 401k, pre-tax commuter benefits, corporate discounts, and more!
  • Generous paid vacation (3 weeks your first year, 4 weeks afterwards), and unlimited sick days (we practice the "no sneezing at work" mantra) in addition to regular holidays
  • Monthly company-wide hack days
  • Catered lunch every day, and delicious breakfast on Wednesday mornings
  • Tea, coffee, soda, kombucha, juice, etc, -- beverages for every mood
  • Convenient office location in SoMa, easily accessible by BART, Muni, and Caltrain

Meet Some of PagerDuty's Employees

Sweta A.

Engineering Manager

Managing three teams of engineers—the Front-End UI Team, the Mobile Team, and the Platform Team—Sweta balances her focus between people management, career growth for her engineers, and advancing business goals.

Mark M.

Strategic Account Manager

Mark works with PagerDuty’s biggest clients around the world—mostly in the U.S. and Canada—and helps them make the most out of PagerDuty’s offerings while also ensuring company-wide standardization.


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