As a Customer Success Manager within the Scaled team at PagerDuty, you will play a pivotal role in driving customer adoption, retention, and growth. You will act as a trusted advisor to a large breadth of customers, ensuring they maximize the value of PagerDuty's platform. By building strong relationships and understanding customer needs, you will help them achieve their business goals through product adoption while also identifying opportunities for expansion of add-on products and upselling of license count.

This role requires a proactive, strategic mindset, a passion for customer success, and the ability to collaborate across teams to deliver exceptional results. You will also contribute to PagerDuty's mission of creating a world where businesses can respond to critical events in real-time.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, escalations, and strategic discussions in a high-volume, 1-to-many environment.
• Manage customer interactions within the pooled segment, responding to digital signals and automated triggers.
• Monitor data-driven insights to identify at-risk accounts and growth opportunities.
• Quickly understand each customer's business objectives, challenges, and success metrics.
• Identify opportunities for upselling and cross-selling PagerDuty solutions, including new features, products, and services.
• Drive customer adoption of PagerDuty's platform to ensure they achieve their desired outcomes.
• Conduct regular business reviews to assess customer health, align on goals, and showcase the value of PagerDuty's solutions.
• Collaborate with internal teams to drive account expansion, renewals, and long-term customer success.
• Contribute to the development of processes, tools, and resources to improve team efficiency and customer outcomes.
• Share insights and recommendations to help customers stay ahead of industry challenges and opportunities.
• Stay informed on industry trends, best practices, and PagerDuty's evolving product offerings.

Qualifications

Basic Qualifications

• 3+ years of experience in account management, customer success, sales, or a related role in a SaaS or technology company.
• Proven track record of managing customer relationships and/or identifying opportunities within a book of business
• Strong communication and interpersonal skills, with the ability to build trust and rapport with customers at all levels, including executives.
• Analytical mindset with the ability to understand customer data and translate it into actionable insights.
• Experience with CRM tools (e.g., Salesforce) and customer success platforms
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong negotiation and conflict resolution skills.

Preferred Qualifications

• Familiarity with incident management, DevOps, or IT operations.
• Knowledge of PagerDuty's platform or similar tools (e.g., Tableau and Outreach)
• Strong problem-solving skills and a proactive approach to addressing customer challenges.
• Experience with value-based selling and success planning
• Availability to work 1 day per  week into our Santiago office
• Fluent English

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

For external applicants, including employee referrals, this role is expected to come into our Santiago office 4 times per month, so they can thrive in their new role and fully embrace being a Dutonian!