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PagerDuty is seeking an Enterprise Customer Success Manager to join its customer-focused team in Santiago. You will report to Customer Success leadership and partner closely with sales, product, and expert services teams to serve as a trusted advisor to enterprise customers. Your role is to build executive-level relationships, guide customers through their digital transformation journey, and drive adoption of real-time operations across complex enterprise accounts spanning various market segments and solution complexities.
Key responsibilities include:
- Building and fostering executive-level trusted advisor relationships with customers' IT, Engineering, and Support organizations to accelerate their digital transformation journey
- Demonstrating hands-on PagerDuty product knowledge by applying it to customers' business priorities and guiding them on process, people, and change management best practices
- Producing and executing comprehensive adoption paths showing current state, target future state with timeline, while proactively identifying risks and building mitigation plans
- Delivering business value and innovation by understanding customers' opportunities to reduce costs and drive growth, recommending additional expert services when appropriate
- Leading cross-functional post-sales teams to deliver seamless customer experiences while preparing and facilitating business reviews, training sessions, and strategic interactions
PagerDuty is a publicly traded company (NYSE: PD) and the global leader in AI-first digital operations. The platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, and Zoom.
The role operates on a hybrid model with an expectation to come into the Santiago office 2 times per week. PagerDuty operates offices in 8 major cities globally: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto.
QUALIFICATIONS:
Required:
- 5+ years of relevant industry expertise in a dynamic, customer-facing role within B2B SaaS organizations
- Strong consulting skills with proven results working as a trusted advisor to drive business value for customers
- Ability to drive effective and influential conversations at C-level with experience facilitating difficult discussions and handling objections
- Experience building business value ROI models and forecasting risk, renewal, and expansion within customer portfolios
- Advanced written and verbal English communication skills
Preferred:
- Solid understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring
- Experience working in a DevOps environment or with companies transitioning to DevOps
- Proven ability to represent the voice of the customer to inform sales processes and product roadmap
- Experience proactively communicating technical product changes, degradations, and updates to enterprise stakeholders
- Strong presentation and facilitation skills for webinars, demos, and strategic customer interactions
