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Customer Success Manager

Company: PagerDuty, Inc.
Location: San Francisco
Posted on: June 10, 2024

Job Description:

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.
Visit our to explore life at PagerDuty, discover opportunities, and sign-up for job alerts!As a Customer Success Manager you will be responsible for ensuring that our customers are successful in their use of our services. They are key contributors to PagerDuty's "Customers for Life" strategic vision, and will work with customers throughout their lifecycle.

  • Assist assigned customers with on-boarding, configuration and ongoing product adoption
  • Partner with Sales to create an engagement strategy
  • Build relationships with decision-makers across your book of business and lead strategic meetings to discuss account usage and opportunity
  • Identify accounts that are likely to churn using product data, queries and information to support your analysis
  • Make your customers wildly successful at the work they do by leveraging the PagerDuty platform

    Basic Qualifications

    • 2-5+ years experience in a customer facing role such as Customer Support or Customer Success
    • 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, Salesforce) to gather and assess information
    • Excellent presentation, written and verbal communication skills
    • Time management skills with the ability to prioritize tasks

      Preferred Qualifications

      • Experience supporting a SAAS solution
      • Worked with a REST API
      • Systems administration experience (Linux, Windows)

        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 tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
        This role is expected to come into our San Francisco office one time per week, so you can thrive in your new role and fully embrace being a Dutonian!
        The base salary range for this position is 65,000 - 99,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.
        Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.
        Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.Not sure if you qualify?
        Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.
        Where we work
        PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.
        How we work
        Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

        • Champion the Customer - Put users first to design great products and experiences.
        • Run Together - Build strong teams that amplify our impact on users.
        • Take the Lead - Disrupt and invent to be the first choice for users.
        • Ack + Own - Take ownership and action to deliver more efficiently to users.
        • Bring Your Self - Bring your best self to build empathy and trust with users.

          What we offer
          One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our .
          Your package may include:

          • Competitive salary
          • Comprehensive benefits package from day one
          • Flexible work arrangements
          • Company equity*
          • ESPP (Employee Stock Purchase Program)*
          • Retirement or pension plan
          • Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
          • Generous paid vacation time
          • Paid holidays and sick leave
          • Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
          • HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
          • Paid volunteer time off - 20 hours per year
          • Company-wide hack weeks
          • Mental wellness programs

            *Eligibility may vary by role, region, and tenure
            About PagerDuty
            PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.
            Led by CEO Jennifer Tejada, PagerDuty's Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.
            PagerDuty is Great Place to Work-certified, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.
            Go behind-the-scenes on our and @pagerduty on Instagram.
            Additional Information
            PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.
            PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email and we will work with you to meet your accessibility needs.
            PagerDuty uses the E-Verify employment verification program.

Keywords: PagerDuty, Inc., San Francisco , Customer Success Manager, Executive , San Francisco, California

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