Manager, Customer Success - Dallas, TX

PagerDuty is a leader in Digital Operations Management, helping organizations deliver perfect digital experiences. As the Manager of Customer Success, you will lead a team of Customer Success Managers to enhance product adoption, improve retention rates, and ensure customers achieve business value from their investment in PagerDuty.

Responsibilities:

• Proactively engage with customers through your team to understand their needs, address challenges, and ensure they are achieving desired outcomes
• Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
• Partner with customers to identify and develop programs that drive higher feature adoption and improved customer health scores
• Execute and implement customer success strategies aligned with business goals
• Create and implement processes that help customers maximize success with our platform
• Guide CSMs in building comprehensive success strategies using the customer's language and leveraging PagerDuty's tools and processes
• Understand and articulate PagerDuty's value proposition and how it helps organizations transform their digital operations
• Lead, mentor, and develop a high-performing team of Customer Success Managers
• Provide evaluation and feedback necessary to coach performance to high levels of output
• Foster collaboration within the team and across the business
• Attract, hire and retain high-performing Customer Success Managers
• Drive customer retention and expansion through effective team leadership
• Monitor and improve key metrics including gross revenue retention, net revenue retention, adoption, and customer health scores
• Work with Sales team to identify new opportunities and facilitate post-sale handoff process
• Effectively manage churn risk through proactive identification and mitigation strategies
• Monitor key customer success metrics and identify trends to inform decision-making
• Utilize data to accurately forecast and drive measured improvement across the team's book of business
• Report on team outcomes and trends
• Leverage customer success tools to track and improve team effectiveness
• Partner effectively with Sales, Solutions Consultants, Product, and other teams to meet customer business objectives
• Ensure smooth coordination between account teams for complex customer needs
• Drive alignment across teams for customer escalations and resolution
• Establish clear processes for engaging executive leadership when needed
• Identify and implement improvements to customer success processes and tools
• Create and maintain consistent playbooks and best practices for the team
• Utilize customer success technologies such as Salesforce and Gainsight to measure impact and effectiveness
• Balance tactical requests with a consultative approach to ensure customer satisfaction

Requirements:

• Bachelor's degree required
• 6+ years of experience in customer-facing SaaS roles with 2+ years of people management experience preferred
• Proven track record of high performance in managing strategic customers
• Strong analytical skills with the ability to use data to drive strategic decisions
• Experience with customer success and sales tools (Salesforce, Gainsight, Tableau, Gong, etc)
• Demonstrated ability to manage complex client relationships
• Experience working with and managing remote teams
• Strong project management and organizational skills
• Excellence in verbal and written communication
• Experience with SaaS-based products
• Understanding of DevOps, IT Operations, and digital transformation
• Experience working with technical professionals and DevOps teams
• Knowledge of digital operations maturity models