Customer Success Manager

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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Do you thrive on building relationships and ensuring customer satisfaction? Are you passionate about helping businesses achieve their goals? If so, then a Portfolio Customer Success Manager (CSM) role might be perfect for you!

As a portfolio CSM, youll be responsible for a designated group of customers (your portfolio) and act as their primary advocate within the company. Your focus will be on maximizing their success with your products or services, fostering long-term relationships, and driving revenue growth. You will be aligned to a portfolio of customers based on the CSMs.

Heres a glimpse of what your day-to-day might look like:

• Proactive Customer Engagement: Youll regularly connect with your customers, understand their unique needs and challenges, and proactively offer guidance and support. This may involve regular check-ins, health score monitoring, and personalized communication plans.
• Driving Adoption and Usage: Your goal is to ensure your customers are getting the most value out of what they have purchased. Youll educate them on product features, identify areas for improvement, and recommend solutions to optimize their experience.
• Renewal and Upsell Opportunities: By building strong relationships and understanding customer needs, youll identify upsell and renewal opportunities. Youll work collaboratively with sales teams to ensure a smooth renewal process, run risk mitigation to protect the revenue and products the customer currently has in place, and partner with the sales executive to explore potential upsells that add further value to the customer journey.
• Customer Success Measurement: Youll track key metrics like customer adoption of PagerDuty products purchased, user deployment and activity, and renewal rates to measure success and identify areas for improvement within your portfolio.

To be successful in this role, youll ideally have:

• Experience in customer success or account management
• Strong understanding of customer relationship management (CRM) tools and technologies
• Excellent communication, interpersonal, and presentation skills
• Ability to prioritize effectively and manage multiple tasks simultaneously
• Data-driven approach to problem-solving

Being a Portfolio CSM is a rewarding career path. Youll play a pivotal role in ensuring customer satisfaction, building long-term partnerships, and driving sustainable growth for the company.

Not sure if you qualify?

Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether youre new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

• Champion the Customer | Put users first to design great products and experiences.
• Run Together | Build strong teams that amplify our impact on users.
• Take the Lead | Disrupt and invent to be the first choice for users.
• Ack + Own | Take ownership and action to deliver more efficiently to users.
• Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.

Your package may include:

• Competitive salary and company equity
• Comprehensive benefits package from day one
• Flexible work arrangements
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
• HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
• Paid volunteer time off - 20 hours per year
• Company-wide hack weeks
• Mental wellness programs

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.

PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.

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