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Salary: USD 147,000 - 246,400 / annual
PagerDuty (NYSE: PD), a global leader in AI-first digital operations, is seeking a Director of Sales Strategy & Operations for the Americas region. Reporting to the VP of Field Operations, you will serve as a senior operator and trusted advisor to Americas Sales and Customer Success leadership, translating company strategy into a scalable, repeatable go-to-market engine spanning Commercial, Mid-Market, and Enterprise segments.
You will lead a team of sales and customer success operations professionals and manage a portfolio of strategic go-to-market initiatives. This role balances strategic planning with operational rigor, anticipating business needs across quarters and fiscal years while maintaining execution discipline today.
Key responsibilities include:
Sales Operations: Partner with Sales leadership to execute key imperatives; drive seller productivity and remove friction from the sales motion; run the operating cadence (forecast calls, pipeline inspection, deal reviews, QBRs, executive readouts); improve forecast accuracy and pipeline health; support design of coverage models, territories, segmentation, quotas, and capacity planning; support Sales compensation, headcount, and incentive design with Finance and People; look ahead to anticipate business performance and resource needs.
Customer Success Operations: Serve as operating partner to CS leadership on retention, adoption, and expansion; own CS operating metrics and reporting (GRR/NRR, churn, renewal rates, expansion, adoption, customer health); design and operationalize customer lifecycle processes including Sales-to-CS handoffs, onboarding, health scoring, success planning, renewal management, and escalation playbooks; own renewal and retention forecasting and CSM book-of-business design; support CS compensation and incentive design.
Insights, Systems & Leadership: Translate complex plans into compelling narratives for executives; identify bottlenecks and streamline processes to improve decision speed and productivity; partner with IT and Applications to evolve processes and tools supporting Sales and CS; lead, coach, and develop a high-performing operations and strategy team.
Requirements:
- 10+ years in management consulting, sales, customer success, business operations, GTM strategy, or business planning in enterprise software or large-scale tech
- SaaS/Consumption experience with deep understanding of ARR and consumption models and their metrics (bookings, pipeline coverage, GRR/NRR, churn, expansion)
- 3+ years of direct people management leading sales ops, CS ops, strategy, or analytics teams
- Track record leading sales planning and running the sales operating cadence with senior Sales leaders
- Track record driving new-business and renewal forecasting, pipeline analytics, and performance governance
- Experience with coverage models, territory and book-of-business governance, quota setting, and capacity planning for multi-segment Sales and CS organizations
- Experience with customer lifecycle programs: health scoring, onboarding, renewal management, churn mitigation
- Strong command of metrics and business modeling
- Executive-level communication with VP- and C-level audiences
- Hands-on operator balancing strategy and execution
- Ability to translate business needs into requirements for IT and Applications
- Bachelor's degree in Business, Finance, Economics, or a related quantitative field
Preferred qualifications: MBA or equivalent advanced degree; management consulting or corporate strategy experience in GTM, sales effectiveness, or customer retention; experience as Business Manager, Chief of Staff, or operating leader supporting Sales or CS executives; managing a portfolio of 6–12 month initiatives in a matrixed organization; building scaled or digital CS motions for long-tail segments; using AI tools to improve analysis, forecasting, or workflows; proficiency with Salesforce, Tableau, Anaplan, Gong, or Snowflake.
