Role Overview: Customer Success Manager at PagerDuty

PagerDuty's Customer Success Managers are the cornerstone of our customer relationships, serving as trusted advisors who help organizations across industries unlock the full potential of our platform. Trusted by nearly half of the Fortune 500 and two-thirds of the Fortune 100, PagerDuty powers always-on digital operations for modern businesses.

In this role, you'll partner closely with customers to drive adoption, demonstrate ROI, and achieve strategic business outcomes. Our CSMs thrive in collaborative environments, working cross-functionally with Sales, Product, and Expert Services teams to deliver exceptional customer experiences. If you excel at building executive relationships, facilitating digital transformation, and influencing product innovation, this is your opportunity to make a meaningful impact.

The role is perfect for experienced professionals who understand B2B SaaS dynamics and love helping customers navigate complex technology implementations. You'll create customized success plans, lead business reviews, and serve as the voice of the customer—shaping PagerDuty's future while driving measurable results for your accounts.

Key Responsibilities of PagerDuty Customer Success Managers

1. Strategic Customer Guidance: Act as a trusted advisor, guiding customers through their digital transformation journey with PagerDuty's platform.
2. Adoption Planning: Build and deliver comprehensive adoption strategies, identifying optimization opportunities and innovation pathways.
3. Business Reviews: Lead quarterly business reviews (QBRs) and strategic planning sessions to ensure alignment with evolving customer goals.
4. Customer Advocacy: Serve as the primary voice of the customer internally, influencing product roadmap decisions and feature prioritization.
5. Cross-Functional Collaboration: Drive seamless teamwork across Sales, Product, Engineering, and Services to maximize customer value.
6. Health Monitoring: Proactively monitor customer health scores and usage metrics to prevent churn and identify expansion opportunities.
7. ROI Demonstration: Translate platform usage data into compelling business cases that demonstrate clear ROI and value realization.
8. Executive Engagement: Build relationships with C-level stakeholders and operational leaders to drive organizational change.
9. Training & Enablement: Facilitate customer training programs and certification paths to accelerate platform mastery.
10. Renewal Management: Manage contract renewals and expansion discussions to achieve revenue retention and growth targets.
11. Success Storytelling: Develop customer success stories and case studies that showcase PagerDuty's impact.
12. Industry Expertise: Stay ahead of digital operations trends to provide thought leadership and best practices.
13. CRM Mastery: Maintain meticulous documentation in Salesforce and customer success platforms like Gainsight.
14. Innovation Advocacy: Identify beta opportunities and new feature pilots that align with customer needs.

These responsibilities position you at the heart of PagerDuty's customer-centric culture, where your work directly impacts enterprise digital operations worldwide.

Qualifications for Customer Success Manager Roles

To succeed as a CSM at PagerDuty, you'll bring:

• 5+ years in Customer Success, Account Management, or SaaS consulting
• Proven executive relationship-building experience
• B2B SaaS lifecycle expertise
• Digital transformation project leadership
• Cross-functional collaboration skills
• Consultative communication excellence
• Technical-to-business translation ability
• ROI analysis and metrics-driven mindset
• CRM proficiency (Salesforce preferred)
• Passion for customer advocacy and innovation

PagerDuty values diverse experiences and encourages applications even if you don't meet every requirement. We prioritize potential, growth mindset, and cultural fit.

Salary & Benefits for PagerDuty CSMs

PagerDuty offers competitive compensation packages for Customer Success Managers, typically ranging from $115,000 - $165,000 base salary plus uncapped commissions, bonuses, and equity. Total on-target earnings (OTE) can exceed $200,000+ for top performers managing strategic accounts.

Our comprehensive benefits package includes:

• Unlimited PTO with recharge days
• 401(k) with 4% match
• Full medical/dental/vision coverage
• 16 weeks paid parental leave
• $1,500+ annual wellness stipend
• Professional development budget
• Stock options/RSUs
• Remote work setup allowance
• Mental health support
• Volunteer PTO and donation matching

This package reflects PagerDuty's commitment to employee well-being and long-term success.

Why Join PagerDuty as a Customer Success Manager?

PagerDuty isn't just a workplace—it's a mission-driven community building the future of digital operations. Here's why top talent chooses us:

• Impact Fortune 500 Companies: Work with industry leaders relying on PagerDuty for mission-critical operations.
• Innovative Culture: Ranked on Forbes' Cloud 100 and Great Place to Work lists.
• Career Growth: Clear paths to Senior CSM, Director, and VP Customer Success roles.
• Flexible Work: True remote-first with optional San Francisco HQ visits.
• Equity Ownership: Share in our growth as a NYSE:PD public company.
• Inclusive Environment: Strong DEI initiatives and employee resource groups.

Join a team that's passionate about empowering businesses to operate flawlessly in real-time.

How to Apply for Customer Success Manager Positions

Ready to drive customer success at PagerDuty? Submit your resume today! We're actively sourcing for future openings and review all qualified candidates. Even if this isn't the perfect timing, joining our talent community keeps you first in line for opportunities.

Apply Now and connect with our recruiting team. We're excited to learn about your customer success journey!