Senior Director, Enterprise Customer Success (regional VP)

Regional Vice President, North America Customer Success

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. As our Regional Vice President, North America Customer Success, you will be reporting to the Chief Customer Officer of PagerDuty. You will have the responsibility for leading a team of success managers and renewal managers. Under your leadership the team members will engage with PagerDuty's Enterprise customers to increase product and platform adoption, improve renewal rates and drive measurable customer business value to accelerate their digital journey. This strategic, hands-on leader will have demonstrated a track record in a modern SaaS company by hiring and developing experienced team members, in creating a culture of customer centricity, and understanding the motion to win in the enterprise. 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 align with Executive stakeholders, evolve our Customer Success strategy and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty.

Key Responsibilities

Advocate for the Customer:

• Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services.
• Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon.

Strategic Leadership:

• Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth.
• Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises.
• Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations.
• Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth.

Team Management:

• Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management.
• Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful.
• Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale.

Retention and Growth:

• Key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University.
• Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships.
• Forecast renewals by working cross functionally with sales, renewals and operations.

Data Analysis and Reporting:

• Monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes.
• Use adoption metrics to help CSMs understand where there is risk in their accounts and coach them through the use of playbooks to improve adoption.
• Work with the Value Realization team to ensure each customer has a value realization study that is data driven and outcomes based.

Cross-Functional Collaboration:

• Effectively link business objectives in favor of continuous improvement. Present decision making situations that quickly allow cross functional teams to align and move forward in favor of deeper customer satisfaction.
• Partner with other departments, such as sales, marketing, product, and engineering, to ensure a cohesive customer experience.

Process Improvement / Managing Workload:

• Establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects.
• Continuously identify and implement improvements to customer success processes and tools to enhance efficiency and effectiveness.
• Use Customer Success tools such as Salesforce, Gainsight, Gong, Tableau to manage the effectiveness of CSM plays, activities & renewals.

Basic Qualifications

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations. Frame and solve complex business problems. Take on new challenges and the ability to work through uncertainty. Delivery high impacting contributions as well as pursue opportunities to influence decisions that impact customer value realization. Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills. Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness. Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities. Minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company. A four year degree or equivalent. Demonstrated ability to manage customer accounts in conjunction with sales organizations. Consistently delivering against targets; reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve. Exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter. Ability to collaborate effectively across the organization.

Preferred Qualifications

A deep understanding of digital transformation in modern enterprises Strong C-suite relationships in enterprises globally MBA