Senior Director, Enterprise Customer Success (Regional VP)

Job Description

PagerDuty, Inc. is seeking a Senior Director, Enterprise Customer Success 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 ideal candidate will increase product adoption, improve renewal rates, and drive measurable customer business value. This leader will have a proven track record in a SaaS company, with experience in hiring and developing team members and creating a customer-centric culture.Role involves:

• Engaging with Enterprise customers to increase product and platform adoption.
• Improving renewal rates and driving measurable customer business value.
• Developing and implementing customer success strategies aligned with business goals.
• Leading, mentoring, and developing a high-performing customer success organization.
• Monitoring key customer success metrics and using data to inform decision-making.

Requirements:

• Minimum of 10 years experience in a consulting firm or leading services/success organizations in a SaaS company.
• 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.
• Strong understanding of digital transformation in modern enterprises.
• Ability to communicate effectively and present strategic plans.

Role offers:

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