PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization,

PagerDuty is seeking a Customer Success Manager (CSM) to join our talented, customer-focused team! As a CSM, you will be part of the Global Customer Success organization, partnering closely with Account Executives, Renewal Managers, and Product teams to ensure our customers achieve measurable value and adoption of PagerDuty’s solutions. You will own the post-sale relationship, guiding customers through the Realize phase of our Land-Realize-Expand strategy and driving sustained business impact.

This is an exciting opportunity to directly influence customer outcomes, enhance retention, and help shape how organizations around the world empower their teams with real-time operations management. The ideal candidate is passionate about customer success, driven by results, and motivated to build trusted partnerships that deliver value and enable customer growth.

KEY RESPONSIBILITIES

Manage Gross Retention Rate (GRR) by driving improved customer health and engagement.

Build and maintain long-term customer relationships across technical and executive levels.

Lead adoption and value realization efforts within 3–6 months post-sale, ensuring successful onboarding.

Monitor customer health metrics; proactively identify and mitigate risk to retention.

Partner with Renewal Managers on the renewal process and identify expansion opportunities for the Sales team.

BASIC QUALIFICATIONS

5+ years experience in Customer Success, Account Management, or related roles in SaaS or enterprise software.

Proven track record in managing customer retention and health metrics.

Experience conducting Quarterly Business Reviews (QBRs) and creating strategic success plans.

Strong understanding of customer lifecycle management and value realization.

Bachelor’s degree in Business, Technology, or a related field — or equivalent experience.

Applicants must be currently authorized to work in the United States on a full-time basis.

PREFERRED QUALIFICATIONS

Experience driving the adoption of complex SaaS or cloud-based solutions.

Familiarity with account expansion processes and collaboration with cross-functional teams.

Background in the tech or enterprise software industry.

Strong analytical and problem-solving skills; proactive and results-oriented mindset.

Excellent customer advocacy and communication abilities.

The base salary range for this position is $63,750 - $87,000 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.

Hesitant to apply?

We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts!

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:

Location restrictions:
Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.

How we work

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

What we offer

As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

Competitive salary

Comprehensive benefits package

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 (some countries have longer leave standards and we comply with local laws)*

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 is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses

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 careers site and @pagerduty on Instagram.

Additional Information

PagerDuty 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. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.

Customer Success Manager (New York)

Job Description

KEY RESPONSIBILITIES

BASIC QUALIFICATIONS

PREFERRED QUALIFICATIONS