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PagerDuty is seeking an experienced Customer Success Group leader and Chile Country Manager to lead the Santiago office and drive operations across multiple functions. This is a dual-mandate role combining direct leadership of Customer Success, Support, and Professional Services teams with broader country management responsibilities.
Key responsibilities include:
• Provide direct leadership for Customer Success, Support, and Professional Services teams in Santiago, with cross-functional oversight of Engineering, Solutions Consulting, Marketing, Finance, and IT functions.
• Lead local Support and Services teams to accelerate customer success through collaboration on deployments and unified customer experience, tracking KPIs including churn, downgrades, net expansion, and operating margin.
• Act as primary liaison between site-based teams and global functional leaders, ensuring alignment with global strategy while surfacing local needs and risks.
• Own site operations including facilities, workplace policies, local compliance, and employee experience for the Santiago office.
• Partner with People/HR on local hiring, onboarding, retention, and talent development tailored to the Chilean labor market.
• Drive employee engagement and culture-building initiatives uniting diverse functional teams.
• Represent PagerDuty externally in Chile, building relationships with government bodies, industry groups, vendors, and community partners.
• Ensure compliance with Chilean labor law, tax, and regulatory requirements in partnership with Legal and Finance.
• Manage local operating budget and site-level spend.
• Track and report office health metrics (engagement, retention, growth) to executive leadership.
• Serve as escalation point for cross-functional issues and friction resolution.
Required qualifications: 10+ years progressive leadership experience including Customer Service/Support and site/country/general management roles, ideally in SaaS or technology. Previous experience leading post-sales teams with KPI accountability. Ability to lead and influence cross-functional teams. Fluent in Spanish and English (written and verbal). Strong understanding of Chilean business environment, labor market, and regulatory landscape. Proven track record managing site operations for larger workforce. Excellent stakeholder management. Bachelor's degree required; MBA preferred. Experience in high-growth or scaling technology organizations is a plus.
