Overview

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses. At PagerDuty, you\''ll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace. Inclusion and diversity have been part of our cultural values since day one. From our CEO to our newest Dutonian, we take individual ownership in creating a work environment where everyone can thrive.As we prepare for our next phase of growth, we are excited to search for our next Customer Success Manager. Customer Success Managers at PagerDuty are responsible for ensuring that our customers are successful in their use of our services throughout their lifecycle.

Responsibilities

Assist assigned customer with on-boarding, configuration and ongoing product adoption

Partner with Sales to create an engagement strategy

Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss account usage and opportunities

Reach out to customers and address where they are not fully utilizing the product

Identify accounts that are likely to churn using product data, queries and information to support your analysis

Partner with Sales and Customer Support to create an engagement strategy for high-risk accounts

Work to assess customers that have been lost or churned, identifying reasons for churn and building a strategy to win customers back

Make your customers wildly successful at the work they do by leveraging the PagerDuty platform

Qualifications

You have previous experience in a customer facing role such as Customer Support or Customer Success

You have previous experience working to support a highly technical product

Previous experience on-boarding new customers and developing extensive customer enablement documentation or creating and building webinars

Ability to use MySQL or other tools (Birst, Tableau, Looker) to gather and assess information

Excellent presentation, written and verbal communication skills

Proven time management skills with the ability to prioritize tasks

You work well under pressure, are a results oriented individual, and you are a team player

Salesforce experience

3 or 5 years of experience

Preferred Qualifications

Experience supporting a SAAS solution

Worked in a DevOps environment or with a company going through a transition to DevOps

Location and EligibilityPagerDuty operates a hybrid work model with in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. The role is expected to come into our London office 1 - 2 days per week. Location restrictions apply by region and role.

We Offer

Competitive salary

Comprehensive benefits package from day one

Flexible work arrangements

Company equity

ESPP (Employee Stock Purchase Program)

Retirement or pension plan

Generous paid vacation time

Paid holidays and sick leave

Dutonian Wellness Days and HibernationDuty - companywide paid days off in addition to PTO

Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)

Paid volunteer time off: 20 hours per year

Company-wide hack weeks

Mental wellness programs

#J-18808-Ljbffr