Manager, Customer Success - Dallas, TX

About the Role

The role is part of a larger customer success organization, where collaboration and cross-functional work are key. You will work closely with various teams, including sales, product, and marketing, to ensure seamless customer journeys. Your team's efforts will directly impact customer health scores, adoption rates, and retention, making this a highly visible and impactful position within the company.

Given PagerDuty's positioning as a leader in digital operations management, there's a significant opportunity for growth and innovation in how customer success is delivered. The company's use of AI/ML and automation to enhance its platform means that you will be at the forefront of leveraging technology to drive customer success strategies.

What You Will Do

• Lead and manage a team of Customer Success Managers to achieve customer success goals and objectives.
• Develop and execute strategic customer success plans tailored to individual customer needs, ensuring high adoption rates and customer health scores.
• Collaborate with the sales team to ensure a smooth transition of new customers and to identify upsell and cross-sell opportunities.
• Provide coaching, guidance, and performance feedback to Customer Success Managers to ensure they have the skills and resources needed to succeed.
• Analyze customer data to identify trends, risks, and opportunities for growth, and develop strategies to address these findings.
• Serve as the voice of the customer within the organization, advocating for customer needs and ensuring that customer feedback is incorporated into product development and company strategy.
• Develop and maintain relationships with key customer stakeholders, including executive sponsors and decision-makers.
• Work with the product team to provide feedback on the product roadmap and ensure that customer needs are being met.
• Participate in the development of customer success metrics and benchmarks, and track team performance against these metrics.
• Manage churn risk through proactive identification and mitigation strategies.

What We Are Looking For

• Experience in customer success management, preferably in a leadership role, with a proven track record of driving customer satisfaction and retention.
• Strong understanding of customer success principles and practices, including the ability to develop and execute customer success strategies.
• Experience with Salesforce and Excel, and the ability to learn and adapt to new technologies and tools.
• Excellent leadership and management skills, with the ability to motivate and guide a team of Customer Success Managers.
• Strong analytical and problem-solving skills, with the ability to analyze customer data and develop actionable insights.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Experience working in a fast-paced, dynamic environment, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Strong business acumen, with an understanding of the commercial and financial aspects of customer success.

Nice to Have

• Experience in the technology or software industry, particularly in digital operations management.
• Familiarity with AI/ML and automation technologies, and their application in customer success.
• Certification in customer success or a related field, such as CSM or CSPO.
• Experience with data analysis and reporting tools, such as Tableau or Power BI.

Benefits and Perks

• Competitive salary and benefits package, including health, dental, and vision insurance.
• Opportunity to work with a leader in digital operations management, with a strong brand and reputation.
• Collaborative and dynamic work environment, with a team of experienced professionals.
• Professional development opportunities, including training and certification programs.
• Flexible work arrangements, including remote work options and flexible hours.
• Access to the latest technologies and tools, including Salesforce and Excel.
• Recognition and reward programs, including bonuses and stock options.
• Comprehensive onboarding program, including training and support to ensure success in the role.

• Develop a strong understanding of customer success principles and practices, including the ability to develop and execute customer success strategies, to stand out in your application.
• Highlight your experience with Salesforce and Excel, and demonstrate how you have used these tools to drive customer success in previous roles.
• Prepare examples of how you have managed and motivated a team, including strategies for improving performance and addressing challenges.
• Research PagerDuty's platform and services, and be prepared to discuss how you can contribute to the company's mission and goals.
• Emphasize your analytical and problem-solving skills, including your ability to analyze customer data and develop actionable insights, to demonstrate your value as a customer success leader.
• Be prepared to discuss your experience working in a fast-paced, dynamic environment, and how you prioritize tasks and manage multiple projects simultaneously.
• Show enthusiasm for the technology and software industry, particularly in digital operations management, and a willingness to learn and adapt to new technologies and tools.