PagerDuty is seeking a Director, Sales & Customer Success Operations – Americas to serve as a senior operator and trusted advisor to our Americas Sales and Customer Success leadership. Reporting to the VP, Field Operations, you will lead sales planning and translate company strategy into a scalable, repeatable Americas go-to-market engine spanning the full customer lifecycle across Commercial, Mid-Market, and Enterprise segments. This role looks beyond the current quarter: you will anticipate what the business needs next quarter, next fiscal year, and beyond, while running the operating cadence and forecast rigor that keep the region on track today.
You will lead a team of sales and customer success operations professionals and a portfolio of strategic go-to-market initiatives. You will not own the sales or customer success technology stack; instead, you will partner closely with IT, Applications, and other stakeholders to evolve the processes and systems that support the Americas Sales and Customer Success organizations.
KEY RESPONSIBILITIES:
Sales Operations
- Partner with Sales leadership to execute on key imperatives
- Drive seller productivity and remove friction from the sales motion
- Run the operating cadence: forecast calls, pipeline inspection, deal reviews, QBRs, exec readouts
- Improve forecast accuracy and pipeline health
- Support the design of overage models, territories, segmentation, quotas, and capacity planning
- Support Sales compensation, headcount, and incentive design with Finance and People
- Serve as the primary strategic and operating partner to Americas Sales leadership, translating company and regional priorities into clear plans and driving execution on key business imperatives.
- Own the Americas sales operating cadence, including weekly forecast calls, pipeline inspection, deal reviews, QBRs, and executive performance readouts, with clear insights, actions, and accountability.
- Drive seller and front-line manager productivity by identifying friction in the sales motion, simplifying processes, and scaling best practices across segments.
- Improve forecast accuracy and pipeline health through consistent inspection standards, stage definitions, and leading-indicator reporting.
- Look ahead across quarters to anticipate business performance, pipeline coverage, and resource needs, and recommend actions before gaps emerge.
Customer Success Operations
- Serve as the operating partner to Americas Customer Success leadership on retention, adoption, and expansion priorities.
- Own Customer Success operating metrics and reporting (gross and net revenue retention, churn, renewal rates, expansion, adoption, and customer health) and drive the actions that improve them.
- Design and operationalize customer lifecycle processes, including Sales-to-CS handoffs, onboarding, health scoring, success planning, renewal management, and escalation/risk playbooks.
- Own renewal and retention forecasting and CSM book-of-business design, including customer-to-CSM coverage ratios.
- Own CS metrics: GRR/NRR, churn, renewals, expansion, adoption, and health
- Lifecycle processes: Sales-to-CS handoff, onboarding, health scoring, success plans, renewals, risk playbooks
- CSM book-of-business design and coverage ratios
- Improve renewal and retention forecasting
- Support CS compensation, headcount, and incentive design with Finance and People
Insights, Systems & Leadership
- Translate complex plans into compelling narratives for the VP, Field Operations, Americas Sales and CS leadership, and the Executive Leadership Team.
- Identify bottlenecks and streamline processes to improve decision speed, seller productivity, and CSM efficiency, including where AI and automation can help.
- Partner with IT, Applications, and other stakeholders to evolve the processes and tools supporting Americas Sales and CS, defining requirements and priorities without owning the systems roadmap.
- Lead, coach, and develop a high-performing team of sales and customer success operations and strategy professionals.
PREFERRED QUALIFICATIONS
- The ideal candidate will have extensive experience in GTM strategy and operations, ideally in the cloud computing space
- They will have a passion for problem-solving and an ability to think strategically and execute methodically, while identifying the root cause for the identified problems
- They should have an aptitude for analytics and data-driven decision-making, and a proven track record of driving successful GTM strategies that include both Product Led Growth and Enterprise Selling motions
- Demonstrated willingness to perform basic tasks such as creating analytics and writing communications, while also conducting sophisticated work for Senior Executives
- Curiosity about business and customers (why do customers do what they do); customer-focused in running Strategy & Operations
- Understanding of various sales tools, how to leverage them effectively, and consult GTM stakeholders on how to properly leverage them to maximize efficiency and selling motions
BASIC QUALIFICATIONS
-
10+ years in management consulting, sales, customer success, or business operations, GTM strategy, or business planning in enterprise software or large-scale tech
- SaaS/Consumption experience with deep understanding of ARR and consumption models and their metrics (bookings, pipeline coverage, GRR/NRR, churn, expansion)
- 3+ years of direct people management leading sales ops, CS ops, strategy, or analytics teams
- Track record leading sales planning and running the sales operating cadence with senior Sales leaders
- Track record driving new-business and renewal forecasting, pipeline analytics, and performance governance with senior Sales and CS leaders
- Coverage models, territory and book-of-business governance, quota setting, and capacity planning for a multi-segment Sales and CS org
- Customer lifecycle programs: health scoring, onboarding, renewal management, churn mitigation
- Strong command of metrics and business modeling
- Executive-level communication with VP- and C-level audiences
- Hands-on operator balancing strategy and execution
- Translating business needs into requirements for IT and Applications
- Bachelor's degree in Business, Finance, Economics, or a related quantitative field
PREFERRED QUALIFICATIONS
- MBA or equivalent advanced degree
- Management consulting or corporate strategy experience in GTM, sales effectiveness, or customer retention
- Business Manager, Chief of Staff, or operating leader supporting Sales or CS executives
- Managing a portfolio of 6–12 month initiatives in a matrixed org
- Building scaled or digital CS motions for long-tail segments
- Using AI tools to improve analysis, forecasting, or workflows
- Salesforce, Tableau, Anaplan, Gong, Snowflake
The base salary range for this position is 147,000 - 246,400 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.
