Senior Director, Enterprise Customer Success (Regional VP)

Job Description

PagerDuty is seeking a Senior Director, Enterprise Customer Success (Regional VP) to lead the North America Customer Success team. Reporting to the Chief Customer Officer, this role involves leading a team of success managers and renewal managers to engage with PagerDuty’s Enterprise customers. The goal is to increase product and platform adoption, improve renewal rates, and drive measurable customer business value.

The ideal candidate will have a proven track record in a modern SaaS company, with experience in hiring and developing experienced team members and creating a customer-centric culture. This role requires a strategic, hands-on leader who understands how to win in the enterprise market.

Role involves:

• Advocating for the customer and serving as their voice within the organization.
• Developing and implementing customer success strategies aligned with business goals.
• Leading, mentoring, and developing a high-performing customer success organization.
• Driving customer retention and expansion through upselling and cross-selling.
• Monitoring key customer success metrics and using data to inform decision-making.
• Collaborating with other departments to ensure a cohesive customer experience.
• Continuously identifying and implementing improvements to customer success processes and tools.

Requirements:

• Minimum of 10 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.
• Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills.
• Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness.
• Ability to communicate and effectively present coaching plans, strategic plans, and problem-solving situations.
• Exceptional leadership skills with the ability to set a clear vision and inspire teams.

Role offers:

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity
• Generous paid vacation time
• Paid parental leave
• Mental wellness programs

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer.