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Customer Success Manager

https://www.pagerduty.com Logo

PagerDuty

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Location:
United Kingdom, London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

Customer Success Managers at PagerDuty are responsible for ensuring that our customers are successful in their use of our services throughout their lifecycle. This role involves assisting customers with onboarding, configuration, product adoption, building relationships with decision-makers, identifying churn risks, and partnering with sales and support teams.

Job Responsibility:

  • Assist assigned customer with on-boarding, configuration and ongoing product adoption
  • Partner with Sales to create an engagement strategy
  • Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss account usage and opportunities
  • Reach out to customers and address where they are not fully utilizing the product
  • Identify accounts that are likely to churn using product data, queries and information to support your analysis
  • Partner with Sales and Customer Support to create an engagement strategy for high-risk accounts
  • Work to assess customers that have been lost or churned identifying reasons for churn and building a strategy to win customers back
  • Make your customers wildly successful at the work they do by leveraging the PagerDuty platform

Requirements:

  • Previous 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, Tableau, Looker) to gather and assess information
  • Have excellent presentation, written and verbal communication skills
  • Have proven time management skills with the ability to prioritize tasks
  • Work well under pressure, are a results oriented individual, and you are a team player
  • Salesforce experience
  • 3 or 5 years of experience

Nice to have:

  • Experience supporting a SAAS solution
  • Worked in a DevOps environment or with a company going through a transition to DevOps
What we offer:
  • Comprehensive benefits package from day one
  • Flexible work arrangements
  • Company equity
  • ESPP (Employee Stock Purchase Program)
  • Retirement or pension plan
  • Generous paid vacation time
  • Paid holidays and sick leave
  • Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
  • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
  • Paid volunteer time off: 20 hours per year
  • Company-wide hack weeks
  • Mental wellness programs

Additional Information:

Job Posted:
September 13, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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