Customer Success Manager
Why We Need You
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.
How You Contribute to Our Vision
- Assist assigned customer with on-boarding, configuration and ongoing product adoption
- Partner with Sales to create an engagement strategic
- Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss accountage usage and opportunity
- 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
About You
- You’ve got your Bachelor's degree (required), ideally in a technical field
- 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 working to develop extensive customer enablement documentation or create and build webinars
- Ability to use MySQL or other tools (Birst, Tableau, Looker) to gather and assess information
- Have excellent presentation, written and verbal communication skills
- Have 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
Nice to Have
- Experience supporting a SAAS solution
- Gainsight
- Worked in a DevOps environment or with a company going through a transition to DevOps.
Not sure if you qualify?
Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.
Where we work
PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace, with many Dutonians choosing to work primarily from home. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.
How we work
Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.
- Champion the Customer | Put users first to design great products and experiences.
- Run Together | Build strong teams that amplify our impact on users.
- Take the Lead | Disrupt and invent to be the first choice for users.
- Ack + Own | Take ownership and action to deliver more efficiently to users.
- Bring Your Self | Bring your best self to build empathy and trust with users.
What we offer
One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.
Your package may include:
- Competitive salary and company equity
- Comprehensive benefits package from day one
- Flexible work arrangements
- ESPP (Employee Stock Purchase Program)
- Retirement or pension plan
- Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
- HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
- Paid volunteer time off - 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.
Led by CEO Jennifer Tejada, two-thirds of the PagerDuty board is classified as non-white, with women making up nearly half of all board members. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.
PagerDuty is Great Place to Work-certified™, a Fortune Best Place to Work for Women, and a top rated product on TrustRadius and G2.
Go behind-the-scenes @pagerduty on Instagram.
Additional Information
PagerDuty is committed to creating a diverse environment and 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.
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.
PagerDuty uses the E-Verify employment verification program.
By
PagerDuty
PagerDuty is an American, publicly listed cloud computing company headquartered in San Francisco with operations in Toronto, Atlanta, the United Kingdom, and Australia. We specialize in a SaaS incident response platform for IT departments.
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