Full-Time

Senior Director

Enterprise Customer Success

Posted on 8/7/2024

PagerDuty

PagerDuty

1,001-5,000 employees

Incident management and response platform

Consulting
Enterprise Software

Compensation Overview

$180k - $275kAnnually

+ Bonus + Commission + Equity + Benefits

Senior, Expert

San Francisco, CA, USA

Requires in-office presence in San Francisco 1 time per week.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Marketing
Data Analysis
Requirements
  • Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
  • Minimum of 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
  • A four year degree or equivalent
  • Demonstrated ability to manage customer accounts in conjunction with sales organizations
  • 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
Responsibilities
  • Build and sustain a team of high performing Success Managers who embody our values, establish Trusted Advisor relationships and focus on making every customer successful.
  • Work closely with the Sales, Marketing, and Product organizations to develop and execute growth plans with a focus on delivering clear business value.
  • Manage and evolve our success approach to ensure the team is engaging strategically with their customers using data-centric insights to drive the most business value.
  • Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises.
  • Instill operational rigor and consistency, as appropriate, 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 sales and pre-sales to post-sales that optimizes customer satisfaction, net revenue retention, and gross margins.
  • Create evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide our Product organization with product enhancement information.
  • 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, driving increased Executive engagement, and increasing customer adoption and delivering quantifiable business value results.

PagerDuty specializes in incident management and response, providing a platform that helps organizations quickly address IT issues to minimize operational disruptions. The platform integrates with various monitoring tools to detect incidents in real-time, alerting the right personnel for swift action. This process aids in reducing downtime and maintaining service quality across sectors like technology, finance, healthcare, and retail. PagerDuty operates on a subscription-based model, offering different pricing tiers based on user count and feature levels, which ensures a steady revenue stream. The company also provides premium support and professional services, enhancing its offerings. Overall, PagerDuty aims to help organizations efficiently manage and resolve IT incidents, ensuring the reliability of their digital services.

Company Stage

IPO

Total Funding

$168.9M

Headquarters

San Francisco, California

Founded

2009

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Enhanced chat collaboration attracts more enterprise clients relying on Microsoft Teams and Slack.
  • Strategic focus on public sector and Americas sales expands market reach.
  • Investments by Intech and Quantbot indicate confidence in growth potential.

What critics are saying

  • Emerging AIOps platforms may erode PagerDuty's market share.
  • Economic downturns could affect subscription renewals and acquisitions.
  • Reliance on third-party integrations poses risks if partners change APIs.

What makes PagerDuty unique

  • PagerDuty integrates seamlessly with popular tools like Microsoft Teams and Slack.
  • Recognized as a leader in GigaOm's 2024 Radar for AIOps.
  • Subscription-based model ensures steady recurring revenue from diverse industries.

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Benefits

Health, AD&D, Disability, Vision, Life, and Dental Insurance

Paternity and Maternity Leave

Employee Assistance Program

PTO (Vacation / Personal Days)

Sick Time

Remote Work

Adoption Assistance

401(k)

Employee Stock Purchase Program

Flexible Spending Account

Student Loan Repayment Plan

INACTIVE