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. This role reports to the Chief Customer Officer and involves leading a team of success managers and renewal managers. The successful candidate will engage with PagerDuty’s Enterprise customers to increase product adoption, improve renewal rates, and drive measurable customer business value.

The role involves:

• Advocating for customers and ensuring their needs are met.
• Developing and implementing customer success strategies.
• Leading, mentoring, and developing a high-performing customer success organization.
• Driving customer retention and expansion.
• Monitoring key customer success metrics and using data to inform decision-making.
• Collaborating with other departments to ensure a cohesive customer experience.
• Establishing a rhythm of the business that is consistent and predictable.

Requirements for this role include:

• Ability to communicate and effectively present coaching plans and strategic plans.
• Proven track record as a trusted advisor to the C-suite in Enterprise accounts.
• Experience building plays and playbooks using Customer Success technologies like Gainsight.
• Understanding and application of Customer Journey frameworks to CSM tasks.
• Minimum of 10 years of experience in a consulting firm or leading services/success organizations in a SaaS company.
• Demonstrated ability to manage customer accounts in conjunction with sales organizations.
• Exceptional leadership skills with high integrity and the ability to inspire teams.

PagerDuty offers:

• Flexible work arrangements.
• Company equity.
• Employee Stock Purchase Program.
• Retirement or pension plan.
• Generous paid vacation time.
• Paid holidays and sick leave.
• Paid parental leave.
• Paid volunteer time off.
• Mental wellness programs.