Manager, Customer Success Manager (San Francisco)

Manager, Customer Success Manager (San Francisco)San FranciscoPagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.Manager, Customer SuccessAs our Manager, Customer Success at PagerDuty, you will be reporting to the Director, Enterprise Customer Success. You will have the responsibility for leading a team of Customer Success Managers (CSMs) who engage with PagerDuty's customers to increase product adoption, improve retention rates, and drive measurable business value. This hands-on leader will demonstrate a track record of developing high-performing teams, creating a customer-centric culture, and implementing effective customer success strategies.The Customer Success Management team acts as a Trusted Advisor to our customers, ultimately responsible for ensuring their success. As a key leader within the Customer Success organization, you will work with customer stakeholders, implement success strategies, and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty.Key ResponsibilitiesAdvocate for the Customer:Proactively engage with customers through your team to understand their needs, address challenges, and ensure they are achieving desired outcomesServe as a voice of the customer within the organization, ensuring customer feedback is heard and acted uponPartner with customers to identify and develop programs that drive higher feature adoption and improved customer health scoresStrategic Leadership:Execute and implement customer success strategies aligned with business goalsCreate and implement processes that help customers maximize success with our platformGuide CSMs in building comprehensive success strategies using the customer's language and leveraging PagerDuty's tools and processesUnderstand and articulate PagerDuty's value proposition and how it helps organizations transform their digital operationsTeam Management:Lead, mentor, and develop a high-performing team of Customer Success ManagersProvide evaluation and feedback necessary to coach performance to high levels of outputFoster collaboration within the team and across the businessAttract, hire and retain high-performing Customer Success ManagersRetention and Growth:Drive customer retention and expansion through effective team leadershipMonitor and improve key metrics including gross revenue retention, net revenue retention, adoption, and customer health scoresWork with Sales team to identify new opportunities and facilitate post-sale handoff processEffectively manage churn risk through proactive identification and mitigation strategiesData Analysis and Reporting:Monitor key customer success metrics and identify trends to inform decision-makingUtilize data to accurately forecast and drive measured improvement across the team's book of businessReport on team outcomes and trendsLeverage customer success tools to track and improve team effectivenessCross-Functional Collaboration:Partner effectively with Sales, Solutions Consultants, Product, and other teams to meet customer business objectivesEnsure smooth coordination between account teams for complex customer needsDrive alignment across teams for customer escalations and resolutionEstablish clear processes for engaging executive leadership when neededProcess Improvement / Managing Workload:Identify and implement improvements to customer success processes and toolsCreate and maintain consistent playbooks and best practices for the teamUtilize customer success technologies such as Salesforce and Gainsight to measure impact and effectivenessBalance tactical requests with a consultative approach to ensure customer satisfactionBasic Qualifications:Bachelor's degree required6+ 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 customersStrong analytical skills with the ability to use data to drive strategic decisionsExperience with customer success and sales tools (Salesforce, Gainsight, Tableau, Gong, etc)Demonstrated ability to manage complex client relationshipsExperience working with and managing remote teamsStrong project management and organizational skillsExcellence in verbal and written communicationPreferred Qualifications:Experience with SaaS-based productsUnderstanding of DevOps, IT Operations, and digital transformationExperience working with technical professionals and DevOps teamsKnowledge of digital operations maturity modelsIf you are within a 50 mile radius of the San Francisco office, it is required to come in two times per week, so you can thrive in your new role and fully embrace being a Dutonian!The base salary range for this position is $121,800 - $167,100 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.Hesitant to apply?We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn't the right role or time - sign up for job alerts!Where we workPagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:Location restrictions:Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Candidates must reside in an eligible location, which vary by role.How we workOur values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.What we offerAs a global organization, our total rewards approach is competitive with industry standards and aligned with