Customer Success Manager, PagerDuty

PagerDuty

Location:
United Kingdom, London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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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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Customer Success Manager