Director, Sales Strategy & Operations
San Francisco · 3+ years experience · Hybrid · Posted Oct 19, 2026
At a glance
- Experience
- 3+ years experience
- Workplace
- Hybrid
- Location
- San Francisco
About PagerDuty
- PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. 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
- 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.
- Go behind-the-scenes on our careers site and @pagerduty on Instagram.
- Additional Information
- PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.
- PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.
About the role
- PagerDuty is seeking a Director, Sales & Customer Success Operations – Americas to serve as a senior operator and trusted advisor to Americas Sales and Customer Success leadership.
- This role involves leading sales planning, translating company strategy into a scalable go-to-market engine, and running the operating cadence and forecast rigor across Commercial, Mid-Market, and Enterprise segments.
Responsibilities
- Partner with Sales leadership to execute on key imperatives and drive seller productivity.
- Run the operating cadence including forecast calls, pipeline inspection, deal reviews, QBRs, and executive readouts.
- Improve forecast accuracy and pipeline health through consistent inspection standards and leading-indicator reporting.
- Support the design of coverage models, territories, segmentation, quotas, and capacity planning.
- Support Sales and Customer Success compensation, headcount, and incentive design with Finance and People.
- Own Customer Success operating metrics and reporting including GRR/NRR, churn, renewal rates, expansion, adoption, and customer health.
- Design and operationalize customer lifecycle processes such as Sales-to-CS handoffs, onboarding, health scoring, success planning, renewal management, and escalation risk playbooks.
- Own renewal and retention forecasting and CSM book-of-business design, including customer-to-CSM coverage ratios.
- Partner with IT, Applications, and other stakeholders to evolve processes and tools supporting Americas Sales and CS.
- Lead, coach, and develop a high-performing team of sales and customer success operations and strategy professionals.
Requirements
- 10+ years in management consulting, sales, customer success, business operations, GTM strategy, or business planning in enterprise software or large-scale tech.
- SaaS/Consumption experience with deep understanding of ARR and consumption models and their metrics.
- 3+ years of direct people management leading sales ops, CS ops, strategy, or analytics teams.
- Track record leading sales planning and running the sales operating cadence with senior Sales leaders.
- Track record driving new-business and renewal forecasting, pipeline analytics, and performance governance with senior Sales and CS leaders.
- Experience with coverage models, territory and book-of-business governance, quota setting, and capacity planning for a multi-segment Sales and CS org.
- Experience with customer lifecycle programs including health scoring, onboarding, renewal management, and churn mitigation.
- Strong command of metrics and business modeling.
- Executive-level communication with VP- and C-level audiences.
- Bachelor's degree in Business, Finance, Economics, or a related quantitative field.
Preferred qualifications
- MBA or equivalent advanced degree.
- Management consulting or corporate strategy experience in GTM, sales effectiveness, or customer retention.
- Experience as a Business Manager, Chief of Staff, or operating leader supporting Sales or CS executives.
- Experience managing a portfolio of 6–12 month initiatives in a matrixed organization.
- Experience building scaled or digital CS motions for long-tail segments.
- Experience using AI tools to improve analysis, forecasting, or workflows.
Benefits
- Competitive salary
- Comprehensive benefits package
- 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 & HibernationDuty
- Paid parental leave
Workplace
- PagerDuty operates a hybrid work model with offices in 8 major cities.
Skills
- Salesforce
- Tableau
- Anaplan
- Gong
- Snowflake
