Why This Job is Featured on The SaaS Jobs
Customer Success roles remain central to SaaS economics, and this one sits squarely in the post sale value cycle where retention and expansion are won. PagerDuty operates in operationally critical software, so customer outcomes tend to be measurable and tied to reliability and response workflows. The remit spans adoption, health, and executive alignment, reflecting how mature SaaS companies formalise lifecycle management beyond onboarding.
For a SaaS career path, the role builds durable expertise in running a book of business against metrics like GRR, translating product usage into business impact, and coordinating across Sales, Renewals, and Product. Experience leading QBRs and success plans is highly portable across B2B SaaS, particularly where multi stakeholder accounts and complex implementations are common. The Land Realize Expand framing also provides a clear operating model that can be reused in future CS leadership roles.
This position suits a CSM who prefers structured account management, proactive risk identification, and data informed customer engagement. It will appeal to professionals comfortable working across technical and executive audiences and who enjoy partnering internally rather than operating in isolation. A remote setup also fits someone who can maintain cadence and stakeholder trust through disciplined communication.
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.
