Why This Job is Featured on The SaaS Jobs
Customer Success remains one of the clearest levers for durable SaaS revenue, and this role sits squarely in that post sale engine. PagerDuty’s focus on real time operations management suggests customers with technical stakeholders and measurable time to value expectations, which makes the CSM remit more than relationship management. The Land Realize Expand framing also signals a structured lifecycle approach that is common in mature SaaS GTM models.
For a SaaS career, the value here is exposure to the metrics and workflows that underpin retention led growth. Ownership of GRR, health scoring, onboarding outcomes, and QBR style governance builds fluency in how subscription businesses prevent churn and surface expansion signals without owning the commercial close. Close partnership with Sales, Renewals, and Product is also a practical way to learn how feedback loops influence roadmap decisions and customer messaging.
This position best suits a CSM who prefers operating with clear success measures and enjoys working across both executive and technical audiences. It will appeal to professionals who like building repeatable customer programs, using data to prioritise risk, and translating product usage into business outcomes within a defined post sale window.
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
PagerDuty is seeking a Customer Success Manager (CSM) to join our talented, customer-focused team! As a CSM, you will be part of the Global Customer Success organization, partnering closely with Account Executives, Renewal Managers, and Product teams to ensure our customers achieve measurable value and adoption of PagerDuty’s solutions. You will own the post-sale relationship, guiding customers through the Realize phase of our Land-Realize-Expand strategy and driving sustained business impact.
This is an exciting opportunity to directly influence customer outcomes, enhance retention, and help shape how organizations around the world empower their teams with real-time operations management. The ideal candidate is passionate about customer success, driven by results, and motivated to build trusted partnerships that deliver value and enable customer growth.
KEY RESPONSIBILITIES
- Manage Gross Retention Rate (GRR) by driving improved customer health and engagement.
- Build and maintain long-term customer relationships across technical and executive levels.
- Lead adoption and value realization efforts within 3–6 months post-sale, ensuring successful onboarding.
- Monitor customer health metrics; proactively identify and mitigate risk to retention.
- Partner with Renewal Managers on the renewal process and identify expansion opportunities for the Sales team.
BASIC QUALIFICATIONS
- 5+ years experience in Customer Success, Account Management, or related roles in SaaS or enterprise software.
- Proven track record in managing customer retention and health metrics.
- Experience conducting Quarterly Business Reviews (QBRs) and creating strategic success plans.
- Strong understanding of customer lifecycle management and value realization.
- Bachelor’s degree in Business, Technology, or a related field — or equivalent experience.
Applicants must be currently authorized to work in the United States on a full-time basis.
PREFERRED QUALIFICATIONS
- Experience driving the adoption of complex SaaS or cloud-based solutions.
- Familiarity with account expansion processes and collaboration with cross-functional teams.
- Background in the tech or enterprise software industry.
- Strong analytical and problem-solving skills; proactive and results-oriented mindset.
- Excellent customer advocacy and communication abilities.
The base salary range for this position is $63,750 - $87,000 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.
