Customer Success Manager • Mid-Level

Who you are

You have experience in customer success or account management, ideally within a technology or SaaS environment — you understand the importance of customer engagement and retention in driving business success. You excel at building relationships with decision-makers and champions across your accounts, ensuring they derive maximum value from the services provided. Your analytical skills allow you to identify accounts that may be at risk of churn, and you proactively address these issues to enhance customer satisfaction.

You are a strong communicator, capable of collaborating effectively with sales and customer support teams to create engagement strategies tailored to high-risk accounts. You have a customer-centric mindset, always looking for ways to improve the customer experience and drive product adoption. You thrive in a flexible work environment and are committed to fostering inclusion and diversity in your workplace.

What you'll do

As a Customer Success Manager at PagerDuty, you will be responsible for assisting assigned customers with onboarding, configuration, and ongoing product adoption. You will partner with the sales team to create engagement strategies that enhance customer relationships and drive product usage. Building strong relationships with decision-makers and champions across your book of business will be key to your success, as you lead strategic meetings to discuss account usage and opportunities for growth.

You will proactively reach out to customers to ensure they are fully utilizing the product, identifying accounts that may be at risk of churn using product data and insights. Collaborating with sales and customer support, you will develop strategies for high-risk accounts to mitigate churn and enhance customer satisfaction. Your role will also involve assessing customers that have been lost or churned, working to understand the reasons behind their departure and identifying opportunities for re-engagement.

What we offer

At PagerDuty, you will join a team that values collaboration and innovation in a flexible, award-winning workplace. We are committed to creating an inclusive environment where everyone can thrive. As we prepare for our next phase of growth, we offer opportunities for professional development and career advancement. You will be part of a company that is a leader in digital operations management, trusted by many of the world's top organizations. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.