Customer Success Manager

Why We Need You
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 PagerDuty are responsible for ensuring that our customers are successful in their use of our services throughout their lifecycle.
How You Contribute to Our VisionAssist assigned customer with on-boarding, configuration and ongoing product adoptionPartner with Sales to create an engagement strategicBuild relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss accountage usage and opportunityReach out to customers and address where they are not fully utilizing the productIdentify accounts that are likely to churn using product data, queries and information to support your analysisPartner with Sales and Customer Support to create an engagement strategy for high-risk accountsWork to assess customers that have been lost or churned identifying reasons for churn and building a strategy to win customers backMake your customers wildly successful at the work they do by leveraging the PagerDuty platformAbout YouYou've got your Bachelor's degree (required), ideally in a technical fieldYou have previous experience in a customer facing role such as Customer Support or Customer SuccessYou have previous experience working to support a highly technical productPrevious experience on-boarding new customers and working to develop extensive customer enablement documentation or create and build webinarsAbility to use MySQL or other tools (Birst, Tableau, Looker) to gather and assess informationHave excellent presentation, written and verbal communication skillsHave proven time management skills with the ability to prioritize tasksYou work well under pressure, are a results oriented individual, and you are a team playerSalesforce experience3 or 5 years of experienceNice to HaveExperience supporting a SAAS solutionGainsightWorked in a DevOps environment or with a company going through a transition to DevOps.
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