At a glance
- 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
- The Principle CS Strategy & Operations Manager serves as the operating backbone of PagerDuty's Customer Success organization.
- This role sits at the intersection of strategic planning and operational execution, defining growth and building the systems, data, and processes that make it measurable and repeatable.
Responsibilities
- Define and drive the multi-year strategy for Customer Success, aligned to net revenue retention (NRR), gross retention (GRR), and product adoption goals.
- Partner with CS leadership on org design, segmentation, and coverage models as the customer base and product portfolio evolve.
- Own executive and board-level reporting on CS performance, translating operational data into a clear narrative on retention, risk, and growth.
- Identify and prioritize the initiatives with the highest impact on retention and expansion, using data to build the business case and secure cross-functional buy-in.
- Represent the voice of the customer to Product and GTM leadership, shaping roadmap and go-to-market decisions with CS insights.
- Partner with Finance on the annual operating plan for CS regarding headcount, budget, and productivity assumptions.
- Own the CS technology stack including customer health scoring, journey automation, and reporting infrastructure.
- Design, instrument, and continuously improve the end-to-end customer journey including onboarding, adoption, renewal, and expansion playbooks.
- Build and maintain the KPI framework and executive dashboards CS leadership and the broader business rely on to run the function.
- Evaluate and deploy AI tools and workflows that increase CSM productivity, surface proactive churn/risk signals, and streamline customer engagement.
Requirements
- 6–8+ years in Customer Success Operations, Revenue Operations, or Strategy & Ops, with at least 3 years leading direct reports.
- Track record building or scaling CS operations in an enterprise SaaS or subscription business.
- Deep, hands-on experience with CS/CRM platforms such as Gainsight or Salesforce and BI tooling such as Tableau, Looker, Power BI, or Sigma.
- Experience evaluating or deploying AI-powered tools for customer success or revenue operations workflows.
- Experience partnering with C-suite/board-level stakeholders on strategy and reporting.
- Experience leading cross-functional initiatives across Sales, Product, Support, and Finance in a mid-to-large organization.
- Sharp analytical instincts and comfort turning messy, cross-system data into a clear point of view.
- Strong program management discipline to define OKRs, run execution cadences, and hold cross-functional teams to deadlines.
- Excellent written and verbal communication skills with the ability to flex from a board deck to a process doc.
- Bias toward action and ownership.
Preferred qualifications
- Experience with digital/tech-touch customer engagement models
- Incident management or observability domain knowledge
- Experience with CS compensation plan design
- Experience supporting a public-company reporting cadence
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
- Operates a hybrid work model with offices in 8 major cities including Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto.
Skills
- Gainsight
- Salesforce
- Tableau
- Looker
- Power BI
- Sigma
