Portfolio Customer Success Manager (PubSec)

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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Do you thrive on building relationships and ensuring customer satisfaction? Are you passionate about helping businesses achieve their goals? If so, then a portfolio customer success manager role might be perfect for you!

As a Portfolio CSM, you'll be responsible for a designated group of customers (your portfolio) and act as their primary advocate within the company. Your focus will be on maximizing their success with your products or services, fostering long-term relationships, and driving revenue growth. You will be aligned to a portfolio of customers based on the CSMs supporting territories within our Enterprise or Strategic customer base.

Responsibilities

• Proactive Customer Engagement: You'll regularly connect with your customers, understand their unique needs and challenges, and proactively offer guidance and support. This may involve regular check-ins, health score monitoring, and personalized communication plans.
• Driving Adoption and Usage: Your goal is to ensure your customers are getting the most value out of what they have purchased. You'll educate them on product features, identify areas for improvement, and recommend solutions to optimize their experience.
• Renewal and Upsell Opportunities: By building strong relationships and understanding customer needs, you'll identify upsell and renewal opportunities. You'll work collaboratively with sales teams to ensure a smooth renewal process, run risk mitigation to protect the revenue and products the customer currently has in place, and partner with the sales executive to explore potential upsells that add further value to the customer journey.
• Customer Success Measurement: You'll track key metrics like customer adoption of PagerDuty products purchased, user deployment and activity, and renewal rates to measure success and identify areas for improvement within your portfolio.

Basic Qualifications

• Experience in customer success or account management, preferably with Federal or Public Sector customers
• Strong understanding of customer relationship management (CRM) tools and technologies
• Excellent communication, interpersonal, and presentation skills
• Ability to prioritize effectively and manage multiple tasks simultaneously
• Data-driven approach to problem-solving

 

The base salary range for this position is 65,000 - 89,000 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.

Not sure if you qualify?

Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

• Champion the Customer | Put users first to design great products and experiences.
• Run Together | Build strong teams that amplify our impact on users.
• Take the Lead | Disrupt and invent to be the first choice for users.
• Ack + Own | Take ownership and action to deliver more efficiently to users. 
• Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer

One way we ensure our employees are inspired to do their best is through