Country Gm: Ecuador & Chile — Growth & P&L Leader

Sandoz; Santiago; Hybrid; CLP 144,509,000 - 202,312,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

ESPP

Retirement or pension plan

Generous paid vacation

Paid holidays and sick leave

Wellness days and company-wide days

Paid parental leave

Volunteer time off

Hack weeks

Mental wellness programs

Job summary

PagerDuty, Inc. is seeking a Director, Customer Success and Country Manager for Chile to lead our Santiago office and oversee Customer Success, Support and Professional Services. You will partner with sales, engineering, marketing and finance to drive revenue retention and high customer satisfaction.

You will manage local operations, budget, and talent development, while ensuring compliance with Chilean regulations and fostering an engaged, high-performing team in a fast-growing SaaS environment.

Qualifications

• 10+ years of progressive leadership experience, including site/country management in SaaS or tech.
• Experience leading post-sales Customer Success, Support and Services teams with KPI-driven outcomes.
• Fluent in both Spanish and English, written and spoken.
• Strong understanding of the Chilean business environment, labor market, and regulatory landscape.

Responsibilities

• Lead PagerDuty's Chilean Customer Success, Support, and Professional Services teams and cross-functional partners.
• Oversee local site operations, facilities, HR, and budget to ensure smooth day-to-day function.
• Partner with HQ leaders to align local priorities with global strategy and drive local hiring and retention.

Skills

Leadership experience

Cross-functional leadership

Stakeholder management

Spanish and English fluency

Education

Bachelor's degree

MBA or equivalent

Job description

Director, Customer Success and Country Manager

PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform.

Country Manager, Director – Customer Success

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!

What we offer

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty – companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non‑pregnant parent (some countries have longer leave standards and we comply with local laws)
• Paid volunteer time off: 20 hours per year
• Company‑wide hack weeks
• Mental wellness programs

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI‑powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always‑on digital experiences to modern businesses.

PagerDuty is Great Place to Work-certified, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.

PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in its job application process. PagerDuty uses the E‑Verify employment verification program.