Pager Duty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, Pager Duty is essential for delivering always-on digital experiences to modern businesses.

Join us. At Pager Duty, 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.

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 Pager Duty are responsible for ensuring that our customers are successful in their use of our services throughout their lifecycle.

Responsibilities

• Assist assigned customer with on-boarding, configuration and ongoing product adoption

• Partner with Sales to create an engagement strategy

• Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss account usage and opportunities

• 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 Pager Duty platform

Minimum Qualifications

• 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

Preferred Qualifications

• Experience supporting a SAAS solution

• Worked in a DevOps environment or with a company going through a transition to DevOps.

Hesitant to apply?

We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts!

Where we work

Pager Duty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:

Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.

How we work

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

People Leaders at Pager Duty are responsible for creating high performance environments that drive accountability. Pager Duty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

What we offer

As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

• 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 & Hibernation Duty - companywide paid days off in addition to PTO

• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)

• Paid volunteer time off: 20 hours per year

• Company-wide hack weeks

• Mental wellness programs

Eligibility may vary by role, region, and tenure

About Pager Duty

Pager Duty, Inc. (NYSE:PD) is a global leader in digital operations management. The Pager Duty 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, Pager Duty 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, Pager Duty is essential for delivering always-on digital experiences to modern businesses

Pager Duty 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 Trust Radius and G2.

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

Pager Duty is an equal opportunity employer. Pager Duty 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 Pager Duty's Privacy Policy.

Pager Duty 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.

Pager Duty uses the E-Verify employment verification program.