Senior Director, Enterprise Customer Success (Regional VP)
Job Description
Description
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.
Join us. At PagerDuty, you’ll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.
As our Regional Vice President, North America 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 renewal managers. Under your leadership the team members will engage with PagerDuty’s Enterprise 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, and understanding the motion to win in the enterprise.
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, evolve our Customer Success strategy 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 to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company’s products or services.
- Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon.
Strategic Leadership:
- Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth.
- Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises.
- Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations.
- Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth.
Team Management:
- Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management.
- Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful.
- Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies,
Company
PagerDuty
Location
Toronto
Country
Canada
Salary
100.000
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