Why This Job is Featured on The SaaS Jobs
Customer Success remains one of the clearest lenses into how SaaS businesses retain and expand revenue, and this Customer Success Manager role sits directly on that lifecycle. The listing signals a product-led environment where adoption, configuration, and ongoing usage are central, with data used to spot risk and guide outreach. With a technical platform in the mix, the work connects customer outcomes to how the software is actually implemented and used.
From a SaaS career standpoint, the role builds durable strengths that translate across subscription businesses: onboarding that reduces time to value, engagement planning with Sales, and churn analysis grounded in product signals. Exposure to tooling such as Salesforce and analytics methods like SQL supports a more measurable approach to customer management, which is increasingly expected in modern success organisations.
This position suits professionals who enjoy structured customer work that blends relationship ownership with operational follow-through. It will fit someone comfortable running strategic meetings, collaborating across Sales and Support, and using data to prioritise a book of business. The emphasis on enablement content and webinars also points to a candidate who likes scaling customer education, not only handling one-to-one interactions.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Inclusion and diversity have been part of our cultural values since day one. From our CEO to our newest Dutonian, we take individual ownership in creating a work environment where everyone can thrive. As we prepare for our next phase of growth, we are excited to search for our next Customer Success Manager! Customer Success Managers at PagerDuty are responsible for ensuring that our customers are successful in their use of our services throughout their lifecycle.
Responsibilities
- Assist assigned customer with on-boarding, configuration and ongoing product adoption
- Partner with Sales to create an engagement strategy
- Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss account usage and opportunities
- Reach out to customers and address where they are not fully utilizing the product
- Identify accounts that are likely to churn using product data, queries and information to support your analysis
- Partner with Sales and Customer Support to create an engagement strategy for high-risk accounts
- Work to assess customers that have been lost or churned identifying reasons for churn and building a strategy to win customers back
- Make your customers wildly successful at the work they do by leveraging the PagerDuty platform
Minimum Qualifications
- You have previous experience in a customer facing role such as Customer Support or Customer Success
- You have previous experience working to support a highly technical product
- Previous experience on-boarding new customers and working to develop extensive customer enablement documentation or create and build webinars
- Ability to use MySQL or other tools (Birst, Tableau, Looker) to gather and assess information
- Have excellent presentation, written and verbal communication skills
- Have proven time management skills with the ability to prioritize tasks
- You work well under pressure, are a results oriented individual, and you are a team player
- Salesforce experience
- 3 or 5 years of experience
Preferred Qualifications
- Experience supporting a SAAS solution
- Worked in a DevOps environment or with a company going through a transition to DevOps.
