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 Vision

 

• Assist assigned customer with on-boarding, configuration and ongoing product adoption
• Partner with Sales to create an engagement strategic
• Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss accountage usage and opportunity
• 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 PagerDuty platform

About You

• You’ve got your Bachelor's degree (required), ideally in a technical field
• 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

 

Nice to Have

• Experience supporting a SAAS solution
• Gainsight
• Worked in a DevOps environment or with a company going through a transition to DevOps.

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