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Salary: USD 131,000 - 220,000 / annual
PagerDuty (NYSE: PD), a global leader in AI-first digital operations, is seeking a Principal CS Strategy & Operations Manager to serve as the operating backbone of the Customer Success organization. This is a strategic and operational leadership role that bridges planning and execution.
You will partner directly with CS leadership to translate retention and expansion goals into segmentation, coverage models, and playbooks. You'll own the tooling, metrics, and forecasting infrastructure that enables the organization to operate with rigor and scale. This is a hands-on, high-visibility role requiring comfort moving fluidly between board-level narratives and detailed operational workflows.
KEY RESPONSIBILITIES:
Strategy & Planning:
- Define and drive multi-year Customer Success strategy aligned to net revenue retention (NRR), gross retention (GRR), and product adoption goals
- Partner with CS leadership on org design, segmentation, and coverage models (scaled, digital-led, high-touch) as the customer base and product portfolio evolve
- Own executive and board-level reporting on CS performance, translating operational data into clear narratives on retention, risk, and growth
- Identify and prioritize high-impact initiatives on retention and expansion using data to build business cases and secure cross-functional buy-in
- Represent the voice of the customer to Product and GTM leadership, shaping roadmap and go-to-market decisions
- Partner with Finance on annual operating plans for CS including headcount, budget, and productivity assumptions
Operations & Execution:
- Own the CS technology stack (Gainsight, Salesforce, adjacent tools) including customer health scoring, journey automation, and reporting infrastructure
- Design, instrument, and continuously improve end-to-end customer journeys: onboarding, adoption, renewal, and expansion playbooks
- Build and maintain KPI frameworks and executive dashboards using BI tooling (Tableau, Looker, Power BI, Sigma) alongside native Salesforce reporting
- Evaluate and deploy AI tools and workflows that increase CSM productivity, surface proactive churn/risk signals, and streamline customer engagement
- Own capacity planning, book-of-business design, and territory/account assignment in partnership with Sales Ops, Finance, and People teams
- Partner with CS leadership and People/Comp teams on CS compensation plan design, ensuring incentives align with retention and expansion priorities
- Lead the renewal operations process end-to-end: forecasting, risk segmentation, and engagement strategy for at-risk accounts
- Drive cross-functional programs connecting CS with Sales, Support, Marketing, Product, and Finance, including OKR setting, execution tracking, and post-program measurement
- Lead and mentor a high-performing CS Strategy & Operations team, building a culture of ownership and continuous improvement
Success Metrics:
- Improved NRR & GRR
- Health score & risk model adopted org-wide
- Scalable renewal & segmentation model in place
- Trusted, self-serve CS reporting for executives
- AI-enabled workflows measurably reducing manual CSM effort
REQUIREMENTS:
- 6–8+ years in Customer Success Operations, Revenue Operations, or Strategy & Ops, with at least 3 years leading direct reports
- Track record building or scaling CS operations in an enterprise SaaS or subscription business
- Deep, hands-on experience with CS/CRM platforms (Gainsight, Salesforce, or similar) and BI tooling (Tableau, Looker, Power BI, or Sigma)
- Experience evaluating or deploying AI-powered tools for customer success or revenue operations workflows
- Experience partnering with C-suite/board-level stakeholders on strategy and reporting
- Experience leading cross-functional initiatives across Sales, Product, Support, and Finance in a mid-to-large organization
- Sharp analytical instincts; comfortable turning messy, cross-system data into clear points of view
- Strong program management discipline: can define OKRs, run execution cadences, and hold cross-functional teams to deadlines
- Excellent written and verbal communication; able to flex from board decks to process documentation
- Bias toward action and ownership
- Comfortable operating with ambiguity in a fast-moving, distributed organization
PREFERRED QUALIFICATIONS:
- Experience with digital/tech-touch customer engagement models
- Incident management or observability domain knowledge
- Experience with CS compensation plan design
- Experience supporting a public-company reporting cadence
