- Company Name
- PagerDuty
- Job Title
- Senior Director, Enterprise Customer Success (Regional VP)
- Job Description
-
**Job Title**
Senior Director, Enterprise Customer Success (Regional VP)
**Role Summary**
Strategic leader responsible for North America enterprise customer success, managing a high‑performance team of Success Managers and Renewal Managers. Drives product adoption, revenue retention (GRR & NRR), and expansion, ensuring enterprise customers realize measurable business value from PagerDuty’s Operations Cloud.
**Expectations**
- Achieve and exceed gross and net revenue retention targets.
- Maintain high executive engagement and deepen enterprise relationships.
- Build a culture of customer centricity and operational excellence.
- Align customer success strategy with overall business goals and revenue growth.
- Provide data‑driven insights, forecasts, and continuous improvement initiatives.
**Key Responsibilities**
1. **Customer Advocacy** – Proactively engage executives, understand customer goals, and ensure outcomes are met.
2. **Strategic Leadership** – Develop and execute enterprise‑level success strategies to maximize customer lifetime value. Position PagerDuty as the platform for modern digital operations.
3. **Team Management** – Hire, coach, and retain leaders and managers; set OKRs, performance metrics, and career development paths.
4. **Retention & Growth** – Drive renewal, upsell, and cross‑sell opportunities; forecast renewals in partnership with sales and operations.
5. **Data Analysis & Reporting** – Monitor adoption, GRR, NRR, and customer health scores; use insights to adjust playbooks and coaching. Lead value‑realization studies.
6. **Cross‑Functional Collaboration** – Partner with Sales, Marketing, Product, Engineering, and Operations to align on customer experience and service delivery.
7. **Process & Tool Optimization** – Implement consistent cadence, tools (Salesforce, Gainsight, Gong, Tableau), and methodologies to improve efficiency and scalability.
**Required Skills**
- Enterprise SaaS customer success leadership (10+ years, 5+ in VP/Director role).
- Proven track record of driving GRR/NRR and revenue expansion.
- Strategic thinking, roadmap development, and stakeholder management.
- Strong analytical and data‑driven decision making.
- Excellent written and verbal communication, executive presence.
- Coaching, mentoring, and team building at all levels.
- Proficiency with CRM, CS platforms, analytics tools (Salesforce, Gainsight, Tableau, Gong).
**Required Education & Certifications**
- Bachelor’s degree in Business, Marketing, Computer Science, or related field (MBA preferred).
- Professional certifications such as Certified Customer Success Manager (CCSM), Certified Customer Success Professional (CCSP), or equivalent.
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