PagerDuty is seeking an experienced leader to help evolve our Asia Pacific and Japan Customer Success organization, driving revenue growth and adoption of our technology. Reporting directly to the Chief Customer Officer, this role will own Customer Success, Support, Services and Renewals. This person will have the opportunity to design and expand PagerDuty’s presence in the region from Incident Response to Operations Cloud, focused on partnering with our largest and most strategic customers to the smallest customers.
Key responsibilities:
- Lead, manage and expand the existing regional post sales team including Customer Support, Customer Success, and Professional services. This includes recruiting, hiring, training and transforming the organization to drive Operations Cloud.
- Nurture and enhance the team culture with sales and post-sales operating as “one team.”
- Be a trusted advisor and engage with customers at executive levels.
- Partner with Renewals, PagerDuty University and Data Science teams to achieve targeted Customer outcomes and business value.
- Accelerate closing of large transactions by collaborating with sales & customers to plan “Journeys to Success” on large scale deployments which include Professional Services, Premium Support, PagerDuty University & Customer Success Management resources.
- Prioritize & orchestrate post-sales resources to maximize revenue and minimize churn/downgrade inclusive of Customer Success manager and services-led engagements.
- Source expansion revenue opportunities through customer engagement with Customer Success Management or Professional Services teams.
- Be the regional champion for the Customer, acting as a figurehead for PagerDuty’s Customer Community by partnering with marketing to develop & promote customer use cases & references. In addition, being the conduit for providing the voice of the customer to Product Development.
- The success metrics in this role will include churn and downgrades, net expansion and operating margin.
Basic Qualifications:
- 10-15 years of experience in a customer facing role with 3+ years management experience in Customer Success organizations.
- Proven track record of managing Customer Success cross-functional teams to deliver top line recurring revenue in a fast-paced SaaS company, inclusive of local and global stakeholders.
- Strong technical aptitude and experience in DevOps environments.
- Drive for building key, long term customer relationships across customer organizations from C-Level to Technical Lead roles.
- Experienced in executing Enterprise Digital Transformation & Cloud Migrations.
- Bachelor's Degree in Technology/Science
Preferred Qualifications:
- Masters or MBA
- Competent in Agile, Scrum, DevOps environments.
- Ability to prioritize & execute within a dynamic, fast-paced environment.
- Strong analytical skills with ability to interpret & present data to both internal and external partners.
- Attention to detail when overseeing the commercial aspect of the role; Statements of Work, customer proposals, deployment and enablement plans.
- Excellent communicator who is able to effectively partner with key local and global stakeholders to develop compelling recommendations and drive outcomes.
PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
This role is expected to come into our Sydney office 2-3 times per week, so you can thrive in your new role and fully embrace being a Dutonian!
