Customer Success Manager Careers at PagerDuty - London, UK | Apply Now!
PagerDuty
Customer Success Manager Careers at PagerDuty - London, UK | Apply Now!
Job Description
Customer Success Manager Careers at PagerDuty - London, UK | Apply Now!
Role Overview
Are you passionate about driving customer success in the fast-paced world of digital operations management? PagerDuty, a global leader in incident response and digital operations platforms (NYSE: PD), is seeking talented Customer Success Managers (CSMs) to join our London team. Trusted by nearly half of the Fortune 500 and two-thirds of the Fortune 100, PagerDuty powers always-on digital experiences for modern enterprises.
As a Customer Success Manager at PagerDuty, you'll be the trusted advisor who partners closely with customers to unlock maximum value from our platform. This isn't just about managing accounts—it's about transforming how organizations respond to incidents, collaborate in real-time, and deliver exceptional digital experiences. Our CSMs thrive on building executive relationships, driving adoption, and influencing product innovation.
London-based opportunities offer the perfect blend of cutting-edge technology work and vibrant city life. Whether you're guiding enterprises through digital transformation or collaborating with cross-functional teams, you'll play a pivotal role in PagerDuty's mission to help businesses operate reliably at scale.
This future opportunities posting means we're building our talent pipeline for upcoming Customer Success Manager roles in London. Connect with us today to be first in line when positions open!
Key Responsibilities
Customer Success Managers at PagerDuty wear many hats—from strategic advisor to collaboration catalyst. Here's what a typical day looks like:
- Strategic Partnership Building: Act as the primary point of contact for executive stakeholders, understanding their business challenges and positioning PagerDuty as their digital operations partner.
- Adoption Planning: Develop comprehensive success plans that drive platform adoption, feature utilization, and measurable business outcomes.
- Quarterly Business Reviews (QBRs): Lead executive-level business reviews, presenting ROI metrics, success stories, and strategic recommendations.
- Customer Advocacy: Serve as the voice of the customer internally, shaping product roadmaps and feature prioritization through structured feedback loops.
- Risk Mitigation: Monitor customer health scores and proactively address at-risk accounts through targeted intervention strategies.
- Cross-Functional Collaboration: Partner with Sales, Product, Professional Services, and Support teams to deliver seamless customer experiences.
- Expansion Opportunities: Identify upsell and cross-sell opportunities, working with Account Executives to grow customer lifetime value.
- ROI Demonstration: Quantify business impact through data-driven insights, helping customers articulate PagerDuty's value to their leadership teams.
- Onboarding Excellence: Guide customers through rapid, successful onboarding to achieve time-to-value milestones.
- Innovation Workshops: Facilitate best-practice workshops and innovation sessions to help customers maximize platform potential.
- Industry Thought Leadership: Stay ahead of digital operations trends to position customers for competitive advantage.
- Renewal Ownership: Drive renewal processes with compelling business cases and expansion discussions.
- Metrics Mastery: Leverage analytics tools to track usage patterns and recommend optimization strategies.
- Global Coordination: Manage international customer portfolios with sensitivity to regional business practices.
Every CSM contributes directly to PagerDuty's impressive customer retention rates and Net Promoter Score (NPS), making this role both challenging and incredibly rewarding.
Qualifications & Skills
We're looking for passionate customer advocates who excel in B2B SaaS environments. Ideal candidates bring:
- 5+ years in Customer Success, Strategic Account Management, or SaaS consulting
- Proven executive relationship management with C-suite stakeholders
- Deep B2B SaaS expertise including ARR growth, expansion metrics, and churn prevention
- Experience with digital operations, IT service management (ITSM), or DevOps tools
- Strong analytical skills with proficiency in customer success platforms (Gainsight, Totango)
- CRM mastery (Salesforce, HubSpot) and BI tools (Tableau, Looker)
- Consultative selling approach with outcome-based conversation skills
- Cross-functional collaboration experience across Sales, Product, and Services
- Technical aptitude to understand complex platform capabilities
- UK work authorization and ability to travel up to 25% for customer meetings
Don't meet every requirement? Apply anyway! PagerDuty values diverse experiences and potential over perfect checklists.
Salary & Benefits
PagerDuty offers competitive compensation packages for Customer Success Managers in London, typically ranging from $85,000 - $120,000 USD base (equivalent to £65,000 - £92,000 GBP) plus uncapped commission potential exceeding 30% of base.
Our comprehensive benefits package includes:
- Unlimited PTO with recharge encouragement
- Private medical insurance + dental coverage
- Pension scheme with 5% employer match
- £1,500 annual professional development budget
- Hybrid work model (London office + remote flexibility)
- Wellness allowance (£500/year)
- Stock options and ESPP participation
- 16 weeks paid parental leave
- Home office setup stipend
- Quarterly team socials and global offsites
- Mental health support via EAP
- Learning platforms (Udemy, LinkedIn Learning)
Total compensation frequently exceeds £150,000 for top performers through commissions and equity.
Why Join PagerDuty?
PagerDuty isn't just a workplace—it's a movement. We're building the future of digital operations, and our London team is at the heart of EMEA growth. Here's why CSMs love working here:
- Impact: Directly influence Fortune 100 companies and shape digital transformation
- Growth: Clear career progression to Senior CSM, Customer Success Manager, and leadership
- Culture: Award-winning flexible workplace recognized by Great Place to Work
- Innovation: Work with cutting-edge AI-driven incident management technology
- Community: Join 25%+ employee resource groups focused on DEI
- Stability: Public company with strong financials and customer retention
London CSMs enjoy vibrant team culture, regular customer events, and proximity to Europe's tech ecosystem.
How to Apply
Ready to build lasting customer partnerships at PagerDuty? Submit your application today to join our talent community for future Customer Success Manager - London opportunities.
- Click 'Apply Now' and upload your CV/resume
- Include a cover letter highlighting your SaaS customer success achievements
- Complete our quick skills assessment
- Connect with our Talent team for immediate consideration
We're hiring continuously—your application positions you for immediate and future openings. Questions? Email london-recruiting@pagerduty.com.
PagerDuty is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Locations
- London, United Kingdom
Salary
89,250 - 132,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Customer Success Managementintermediate
- B2B SaaS Salesintermediate
- Account Managementintermediate
- Strategic Relationship Buildingintermediate
- Digital Transformation Consultingintermediate
- Business Value Realizationintermediate
- Executive Stakeholder Engagementintermediate
- Cross-Functional Collaborationintermediate
- Adoption Strategy Developmentintermediate
- ROI Analysisintermediate
- Consultative Sellingintermediate
- Customer Advocacyintermediate
- Product Roadmap Influenceintermediate
- Data-Driven Decision Makingintermediate
- SaaS Metrics Optimizationintermediate
- Quarterly Business Reviews (QBRs)intermediate
- Customer Onboardingintermediate
- Renewal Managementintermediate
- Upsell and Expansion Strategiesintermediate
- CRM Proficiency (Salesforce)intermediate
Required Qualifications
- 5+ years of experience in Customer Success, Account Management, or SaaS consulting roles (experience)
- Proven track record building trusted relationships with C-level executives and operational stakeholders (experience)
- Deep understanding of B2B SaaS environments, metrics, and customer lifecycle management (experience)
- Experience guiding customers through digital and organizational transformation initiatives (experience)
- Strong ability to align customer goals with measurable business outcomes and ROI (experience)
- Collaborative mindset with experience working cross-functionally with Sales, Product, and Services teams (experience)
- Excellent consultative communication skills, influencing at all organizational levels (experience)
- Ability to translate complex technical concepts into actionable business insights (experience)
- Demonstrated success driving customer adoption, expansion, and retention in SaaS environments (experience)
- Experience leading Quarterly Business Reviews (QBRs) and strategic planning sessions (experience)
- Familiarity with digital operations management tools and incident response platforms (experience)
- Bachelor's degree in Business, Marketing, Technology, or related field preferred (experience)
- CRM experience (Salesforce, HubSpot) and proficiency with analytics tools (Gainsight, Totango) (experience)
Responsibilities
- Serve as trusted advisor to customers, guiding them through digital transformation journeys
- Develop and execute strategic customer adoption plans to maximize platform value
- Conduct Quarterly Business Reviews (QBRs) and executive business reviews with key stakeholders
- Identify expansion opportunities and collaborate with Sales on upsell and renewal strategies
- Act as the voice of the customer, providing feedback to influence product roadmap priorities
- Drive cross-functional collaboration between Sales, Product, Engineering, and Professional Services
- Monitor customer health metrics and proactively address risks to prevent churn
- Create customized success plans that align PagerDuty capabilities with customer business objectives
- Facilitate customer training sessions, workshops, and best practice sharing
- Analyze usage data to provide actionable insights and optimization recommendations
- Lead customer onboarding processes ensuring rapid time-to-value realization
- Build and maintain executive relationships to secure renewals and strategic partnerships
- Measure and report on customer ROI, demonstrating tangible business impact
- Stay current on industry trends to position PagerDuty as innovation partner
Benefits
- general: Competitive base salary plus uncapped commission and performance bonuses
- general: Comprehensive health, dental, and vision insurance coverage
- general: 401(k) retirement savings plan with generous company match
- general: Unlimited PTO policy with encouraged recharge periods
- general: Flexible work arrangements including hybrid and remote options
- general: Annual wellness stipend for gym memberships, fitness classes, and mental health support
- general: Professional development budget for conferences, certifications, and training
- general: Stock options and Employee Stock Purchase Plan (ESPP)
- general: Generous parental leave policy (16 weeks paid for primary caregivers)
- general: Home office setup allowance and ongoing equipment refresh
- general: Quarterly social events, team offsites, and volunteer opportunities
- general: Mental health support through Employee Assistance Program (EAP)
- general: Learning and development programs including leadership training
- general: Commuter benefits and transportation subsidies for London office
Tags & Categories
Answer 10 quick questions to check your fit for Customer Success Manager Careers at PagerDuty - London, UK | Apply Now! @ PagerDuty.
Related Books and Jobs
Customer Success Manager Careers at PagerDuty - London, UK | Apply Now!
PagerDuty
Customer Success Manager Careers at PagerDuty - London, UK | Apply Now!
Job Description
Customer Success Manager Careers at PagerDuty - London, UK | Apply Now!
Role Overview
Are you passionate about driving customer success in the fast-paced world of digital operations management? PagerDuty, a global leader in incident response and digital operations platforms (NYSE: PD), is seeking talented Customer Success Managers (CSMs) to join our London team. Trusted by nearly half of the Fortune 500 and two-thirds of the Fortune 100, PagerDuty powers always-on digital experiences for modern enterprises.
As a Customer Success Manager at PagerDuty, you'll be the trusted advisor who partners closely with customers to unlock maximum value from our platform. This isn't just about managing accounts—it's about transforming how organizations respond to incidents, collaborate in real-time, and deliver exceptional digital experiences. Our CSMs thrive on building executive relationships, driving adoption, and influencing product innovation.
London-based opportunities offer the perfect blend of cutting-edge technology work and vibrant city life. Whether you're guiding enterprises through digital transformation or collaborating with cross-functional teams, you'll play a pivotal role in PagerDuty's mission to help businesses operate reliably at scale.
This future opportunities posting means we're building our talent pipeline for upcoming Customer Success Manager roles in London. Connect with us today to be first in line when positions open!
Key Responsibilities
Customer Success Managers at PagerDuty wear many hats—from strategic advisor to collaboration catalyst. Here's what a typical day looks like:
- Strategic Partnership Building: Act as the primary point of contact for executive stakeholders, understanding their business challenges and positioning PagerDuty as their digital operations partner.
- Adoption Planning: Develop comprehensive success plans that drive platform adoption, feature utilization, and measurable business outcomes.
- Quarterly Business Reviews (QBRs): Lead executive-level business reviews, presenting ROI metrics, success stories, and strategic recommendations.
- Customer Advocacy: Serve as the voice of the customer internally, shaping product roadmaps and feature prioritization through structured feedback loops.
- Risk Mitigation: Monitor customer health scores and proactively address at-risk accounts through targeted intervention strategies.
- Cross-Functional Collaboration: Partner with Sales, Product, Professional Services, and Support teams to deliver seamless customer experiences.
- Expansion Opportunities: Identify upsell and cross-sell opportunities, working with Account Executives to grow customer lifetime value.
- ROI Demonstration: Quantify business impact through data-driven insights, helping customers articulate PagerDuty's value to their leadership teams.
- Onboarding Excellence: Guide customers through rapid, successful onboarding to achieve time-to-value milestones.
- Innovation Workshops: Facilitate best-practice workshops and innovation sessions to help customers maximize platform potential.
- Industry Thought Leadership: Stay ahead of digital operations trends to position customers for competitive advantage.
- Renewal Ownership: Drive renewal processes with compelling business cases and expansion discussions.
- Metrics Mastery: Leverage analytics tools to track usage patterns and recommend optimization strategies.
- Global Coordination: Manage international customer portfolios with sensitivity to regional business practices.
Every CSM contributes directly to PagerDuty's impressive customer retention rates and Net Promoter Score (NPS), making this role both challenging and incredibly rewarding.
Qualifications & Skills
We're looking for passionate customer advocates who excel in B2B SaaS environments. Ideal candidates bring:
- 5+ years in Customer Success, Strategic Account Management, or SaaS consulting
- Proven executive relationship management with C-suite stakeholders
- Deep B2B SaaS expertise including ARR growth, expansion metrics, and churn prevention
- Experience with digital operations, IT service management (ITSM), or DevOps tools
- Strong analytical skills with proficiency in customer success platforms (Gainsight, Totango)
- CRM mastery (Salesforce, HubSpot) and BI tools (Tableau, Looker)
- Consultative selling approach with outcome-based conversation skills
- Cross-functional collaboration experience across Sales, Product, and Services
- Technical aptitude to understand complex platform capabilities
- UK work authorization and ability to travel up to 25% for customer meetings
Don't meet every requirement? Apply anyway! PagerDuty values diverse experiences and potential over perfect checklists.
Salary & Benefits
PagerDuty offers competitive compensation packages for Customer Success Managers in London, typically ranging from $85,000 - $120,000 USD base (equivalent to £65,000 - £92,000 GBP) plus uncapped commission potential exceeding 30% of base.
Our comprehensive benefits package includes:
- Unlimited PTO with recharge encouragement
- Private medical insurance + dental coverage
- Pension scheme with 5% employer match
- £1,500 annual professional development budget
- Hybrid work model (London office + remote flexibility)
- Wellness allowance (£500/year)
- Stock options and ESPP participation
- 16 weeks paid parental leave
- Home office setup stipend
- Quarterly team socials and global offsites
- Mental health support via EAP
- Learning platforms (Udemy, LinkedIn Learning)
Total compensation frequently exceeds £150,000 for top performers through commissions and equity.
Why Join PagerDuty?
PagerDuty isn't just a workplace—it's a movement. We're building the future of digital operations, and our London team is at the heart of EMEA growth. Here's why CSMs love working here:
- Impact: Directly influence Fortune 100 companies and shape digital transformation
- Growth: Clear career progression to Senior CSM, Customer Success Manager, and leadership
- Culture: Award-winning flexible workplace recognized by Great Place to Work
- Innovation: Work with cutting-edge AI-driven incident management technology
- Community: Join 25%+ employee resource groups focused on DEI
- Stability: Public company with strong financials and customer retention
London CSMs enjoy vibrant team culture, regular customer events, and proximity to Europe's tech ecosystem.
How to Apply
Ready to build lasting customer partnerships at PagerDuty? Submit your application today to join our talent community for future Customer Success Manager - London opportunities.
- Click 'Apply Now' and upload your CV/resume
- Include a cover letter highlighting your SaaS customer success achievements
- Complete our quick skills assessment
- Connect with our Talent team for immediate consideration
We're hiring continuously—your application positions you for immediate and future openings. Questions? Email london-recruiting@pagerduty.com.
PagerDuty is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Locations
- London, United Kingdom
Salary
89,250 - 132,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Customer Success Managementintermediate
- B2B SaaS Salesintermediate
- Account Managementintermediate
- Strategic Relationship Buildingintermediate
- Digital Transformation Consultingintermediate
- Business Value Realizationintermediate
- Executive Stakeholder Engagementintermediate
- Cross-Functional Collaborationintermediate
- Adoption Strategy Developmentintermediate
- ROI Analysisintermediate
- Consultative Sellingintermediate
- Customer Advocacyintermediate
- Product Roadmap Influenceintermediate
- Data-Driven Decision Makingintermediate
- SaaS Metrics Optimizationintermediate
- Quarterly Business Reviews (QBRs)intermediate
- Customer Onboardingintermediate
- Renewal Managementintermediate
- Upsell and Expansion Strategiesintermediate
- CRM Proficiency (Salesforce)intermediate
Required Qualifications
- 5+ years of experience in Customer Success, Account Management, or SaaS consulting roles (experience)
- Proven track record building trusted relationships with C-level executives and operational stakeholders (experience)
- Deep understanding of B2B SaaS environments, metrics, and customer lifecycle management (experience)
- Experience guiding customers through digital and organizational transformation initiatives (experience)
- Strong ability to align customer goals with measurable business outcomes and ROI (experience)
- Collaborative mindset with experience working cross-functionally with Sales, Product, and Services teams (experience)
- Excellent consultative communication skills, influencing at all organizational levels (experience)
- Ability to translate complex technical concepts into actionable business insights (experience)
- Demonstrated success driving customer adoption, expansion, and retention in SaaS environments (experience)
- Experience leading Quarterly Business Reviews (QBRs) and strategic planning sessions (experience)
- Familiarity with digital operations management tools and incident response platforms (experience)
- Bachelor's degree in Business, Marketing, Technology, or related field preferred (experience)
- CRM experience (Salesforce, HubSpot) and proficiency with analytics tools (Gainsight, Totango) (experience)
Responsibilities
- Serve as trusted advisor to customers, guiding them through digital transformation journeys
- Develop and execute strategic customer adoption plans to maximize platform value
- Conduct Quarterly Business Reviews (QBRs) and executive business reviews with key stakeholders
- Identify expansion opportunities and collaborate with Sales on upsell and renewal strategies
- Act as the voice of the customer, providing feedback to influence product roadmap priorities
- Drive cross-functional collaboration between Sales, Product, Engineering, and Professional Services
- Monitor customer health metrics and proactively address risks to prevent churn
- Create customized success plans that align PagerDuty capabilities with customer business objectives
- Facilitate customer training sessions, workshops, and best practice sharing
- Analyze usage data to provide actionable insights and optimization recommendations
- Lead customer onboarding processes ensuring rapid time-to-value realization
- Build and maintain executive relationships to secure renewals and strategic partnerships
- Measure and report on customer ROI, demonstrating tangible business impact
- Stay current on industry trends to position PagerDuty as innovation partner
Benefits
- general: Competitive base salary plus uncapped commission and performance bonuses
- general: Comprehensive health, dental, and vision insurance coverage
- general: 401(k) retirement savings plan with generous company match
- general: Unlimited PTO policy with encouraged recharge periods
- general: Flexible work arrangements including hybrid and remote options
- general: Annual wellness stipend for gym memberships, fitness classes, and mental health support
- general: Professional development budget for conferences, certifications, and training
- general: Stock options and Employee Stock Purchase Plan (ESPP)
- general: Generous parental leave policy (16 weeks paid for primary caregivers)
- general: Home office setup allowance and ongoing equipment refresh
- general: Quarterly social events, team offsites, and volunteer opportunities
- general: Mental health support through Employee Assistance Program (EAP)
- general: Learning and development programs including leadership training
- general: Commuter benefits and transportation subsidies for London office
Tags & Categories
Answer 10 quick questions to check your fit for Customer Success Manager Careers at PagerDuty - London, UK | Apply Now! @ PagerDuty.
Related Books and Jobs