Country Manager, Director - Customer Success
About the Role
PagerDuty is seeking an experienced CSG leader and Chile Country Manager to lead our Chilean team and Santiago office. This role provides direct leadership for PagerDuty’s Customer Success, Support, and Professional Services teams located in Chile, as well as cross-functional leadership for Engineering, Solutions Consulting, Marketing, Finance, IT, and other resident functions. This role serves as PagerDuty's senior on-site leader in Chile, ensuring a unified culture and smooth day-to-day operations while each cross-functional team continues to report into its respective global leadership structure.
Key Responsibilities
- Serve as the senior on-site leader for PagerDuty's Santiago office, providing direct leadership for Customer Success, Support and Professional Services teams (within our Customer Success Group) as well as cross-functional leadership across Engineering, Customer Success, Renewal Management, Marketing, and other resident teams.
- Lead the local Support and Services teams to accelerate customer success by collaborating with sales & customers on deployments, and ensuring a unified customer experience to maximize revenue and minimize churn/downgrade, tracking success with KPI metrics such as churn and downgrades, net expansion, and operating margin.
- Act as the primary local liaison between site-based teams and their respective global functional leaders, ensuring alignment with global strategy while surfacing and addressing local needs.
- Own site operations, including facilities, workplace policies, local compliance, and overall employee experience for the Santiago office.
- Partner with People/HR teams on local hiring, onboarding, retention, and talent development strategies tailored to the Chilean labor market.
- Drive employee engagement and culture-building initiatives that unite diverse functional teams under a shared site identity.
- Represent PagerDuty externally in Chile, building relationships with local government bodies, industry groups, vendors, and community partners as needed.
- Ensure compliance with Chilean labor law, tax, and regulatory requirements in partnership with Legal and Finance.
- Manage the local operating budget and site-level spend.
- Track and report on office health metrics (engagement, retention, growth) to executive leadership at HQ.
- Act as an escalation point and problem-solver for cross-functional issues, helping resolve friction between site-based teams and their global counterparts.
Qualifications
- 10+ years of progressive leadership experience, including prior Customer Service and Support experience as well as site, country, or general management roles, ideally within SaaS or technology companies.
- Previous experience leading post-sales customer support and services teams, tracking success with KPI metrics such as churn and downgrades, net expansion, and operating margin.
- Demonstrated ability to lead and influence cross-functional teams without direct subject-matter expertise in every function represented (e.g., engineering, support, marketing).
- Fluent in both Spanish and English, written and verbal.
- Strong understanding of the Chilean business environment, labor market, and regulatory landscape.
- Proven track record managing site operations for a larger workforce.
- Excellent stakeholder management skills, with experience partnering closely with functional executives at a company headquarters.
- Bachelor's degree required; MBA or equivalent advanced degree preferred.
- Experience operating in a high-growth or scaling technology organization is a plus.
What Success Looks Like
- A cohesive, engaged Santiago office culture that operates smoothly across functional lines.
- A retained, engaged Customer Services and Support team that aligns with PagerDuty’s global priorities and enables customer success
- Strong, trusted relationships with HQ functional leaders and consistent, proactive communication on local needs and risks.
- Site operations, compliance, and budget management running reliably with no material gaps.
- Measurable improvement in local retention and employee satisfaction over time.
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 Santiago office two times per week, so you can thrive in your new role and fully embrace being a Dutonian!
