Senior Director, Enterprise Customer Success; Regional VP Remote

Position: Senior Director, Enterprise Customer Success (Regional VP) Remote (USA) Senior Director, Enterprise Customer Success (Regional VP) Remote (USA) 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. As our Regional Vice President, North America Customer Success , you will be reporting to the Chief Customer Officer of Pager Duty. You will have the responsibility for leading a team of success managers and renewal managers. Under your leadership the team members will engage with Pager Duty’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 Pager Duty.

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.
• 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 articulate Operations Cloud value proposition and how Pager Duty helps corporations revolutionize their digital operations.
• 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.
• Key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and Pager Duty 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.
• 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.
• 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.
• 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…

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