PagerDuty is hiring a Customer Success Manager (CSM) to own post-sale customer relationships, guiding customers through value realization and adoption of our solutions to drive sustained business impact.
What You'll Do
- Manage Gross Retention Rate (GRR) by driving improved customer health and engagement.
- Build and maintain long-term customer relationships across technical and executive levels.
- Lead adoption and value realization efforts within 3–6 months post-sale, ensuring successful onboarding.
- Monitor customer health metrics; proactively identify and mitigate risk to retention.
- Partner with Renewal Managers on the renewal process and identify expansion opportunities for the Sales team.
What We're Looking For
- 5+ years experience in Customer Success, Account Management, or related roles in SaaS or enterprise software.
- Proven track record in managing customer retention and health metrics.
- Experience conducting Quarterly Business Reviews (QBRs) and creating strategic success plans.
- Strong understanding of customer lifecycle management and value realization.
- Bachelor’s degree in Business, Technology, or a related field — or equivalent experience.
- Must be currently authorized to work in the United States on a full-time basis.
Nice to Have
- Experience driving the adoption of complex SaaS or cloud-based solutions.
- Familiarity with account expansion processes and collaboration with cross-functional teams.
- Background in the tech or enterprise software industry.
- Strong analytical and problem-solving skills; proactive and results-oriented mindset.
- Excellent customer advocacy and communication abilities.
Team & Environment
You will be part of the Global Customer Success organization, partnering closely with Account Executives, Renewal Managers, and Product teams.
Benefits & Compensation
- Competitive salary range: $63,750 - $87,000 USD + equity
- Comprehensive benefits package
- Flexible work arrangements
- Company equity and ESPP (Employee Stock Purchase Program)
- Retirement or pension plan
- Generous paid vacation time, holidays, and sick leave
- Dutonian Wellness Days & HibernationDuty - companywide paid days off
- Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
- Paid volunteer time off: 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
Work Mode
This is a hybrid position open to candidates in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto.
PagerDuty is an equal opportunity employer and 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.
