Senior Director, Commercial & SMB Customer Success (Remote - US West Coast)
PagerDuty is interviewing, onboarding, and working 100% virtually at this time. As we look to the future, we plan to be distributed by design, meaning unless your job requirements make it necessary to be in a PagerDuty office, you may choose to work in-office, remotely, or hybrid. We’re focused on inclusion and employee well-being by building a culture that isn’t location specific, and gives equal opportunity to everyone—regardless of where you are working.
Overview
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management, serving over 13,800 customers and 700,000 users worldwide, including 60% of the Fortune 100.
Led by CEO Jennifer Tejada, 50% of our board of directors is comprised of women, 45% of our managers are from underrepresented groups, and we are a proud member of the Pledge 1% Movement, committed to donating 1% Equity, 1% Employee time, and 1% Product to accelerate change in our communities.
We’re growing fast and looking for ambitious people who share our values and customer devotion mindset to join our high caliber team.
From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty.
As our Senior Director of Global Commercial + SMB 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 scale leaders. Under your leadership the team members will engage with PagerDuty’s commercial and small medium business customers to increase product and platform adoption, improve renewal rates and drive measurable customer business value to accelerate their digital journey. 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, managing the “long tail” using data science and analytics for a scale model and delivering industry leading customer success outcomes. 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 align with Executive stakeholders, building and evolving our Commercial Customer Success strategy and will be responsible for helping customers achieve business value and ROI from their investment.
- Build and sustain a team of high performing Success and Program Managers who embody our values, establish Trusted Advisor relationships and focus on making every customer successful
- Work closely with the Commercial Sales and Marketing organizations to develop and execute growth plans
- Create a scalable methodology to ensure the team is engaging strategically with their customers using both a high touch and tech touch model to drive business value outcomes
- Act as a solution architect using data science, customer segmentation and personas to accelerate success, tailored customer experiences, and define opportunities for scale
- Enstill operational rigor and consistency, as appropriate, across Commercial Customer Success to define and refine success manager engagement strategies, account management, and programs at scale
- Align with the company cross functionally to deliver an integrated customer experience from pre-sales to post-sales that optimizes customer satisfaction, net revenue retention, gross margins and net promoter scores
- 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
- Manage operational components for renewals, customer satisfaction, support engagement, partner engagements and customer adoption metrics
- The success metrics in this role will include ensuring customer renewals, lowering churn and downgrades, increasing customer adoption and delivering quantifiable business value results.
- Proven track record of trusted advisor to the c-suite in Commercial accounts with strong consultative skills
- Ability to collaborate with sales, marketing and other cross-functional teams to overachieve on mutually aligned revenue growth
- Experience in executing and innovating the scale business for the “long tail” leveraging data science, marketing campaigns and outsourcing
- 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
- Demonstrated ability to manage customer accounts in conjunction with sales organizations
- 15-20 years experience with a combination of working in a Consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
- Bachelor's /4 year degree
- A deep understanding of Engineering dev ops evolution and digital transformation in the IT organizations
- Strong C-suite relationships in commercial and small enterprises globally
- MBA Degree
Apply anyway! 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 Offers
We are dedicated to providing a culture where our people are happy, enabled and inspired to do their best. One of the ways we do this is by developing a comprehensive total rewards approach that supports all of our people and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.
Your package may include:
- Competitive salary and company equity
- Comprehensive benefits package from day one
- ESPP (Employee Stock Purchase Program)
- Retirement or pension plan
- Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
- Generous paid vacation time
- Paid holidays and sick leave
- Paid employee volunteer time - 20 hours per year
- Bi-annual company-wide hack weeks
- Mental wellness programs
About PagerDuty
PagerDuty is a digital operations management platform that empowers the right action, when seconds matter.
For the teams who build and run digital systems, PagerDuty is the best way to manage the urgent, mission-critical work that is essential to keeping digital services always on. We make it easy to handle any unplanned task, event, or opportunity, right away.
At PagerDuty, we believe you do your best work in a culture that fosters inclusion, well-being, and innovation. As a Dutonian, you will have ample opportunities to advance your career and connect with colleagues: virtual all hands calls, learning & development programs, bi-annual hack weeks, volunteering events, ERGs (employee-run groups focused on cultivating a sense of belonging for all) - there’s something for everyone. Learn more on Instagram, @pagerdutylife.
The questions posed in the following voluntary questionnaire are required under applicable laws and cannot be edited by PagerDuty. Although you may not see your identity reflected in the dropdown response options and feel unseen, you are encouraged to bring your full self as a candidate and a Dutonian.
Additional InformationPagerDuty 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, gender identity or expression, age, marital status, parental status, veteran status, disability status, or other characteristics protected by applicable laws.PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [email protected] 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.