Customer Success Manager - London

PagerDuty Inc.; City of Westminster; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

A leading digital operations management firm is looking for a Customer Success Manager in London. This role involves ensuring customer success by assisting with on-boarding, building relationships, and strategizing to enhance product usage. Candidates should have prior customer support experience, technical product support skills, and the ability to leverage data tools. The position offers a competitive salary, benefits from day one, and flexible working arrangements.

Benefits

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

Paid parental leave

Mental wellness programs

Paid volunteer time off

Qualifications

• Previous experience in a customer facing role such as Customer Support or Customer Success.
• Ability to use MySQL or other tools to gather and assess information.
• 3-5 years of relevant experience.

Responsibilities

• Assist customers with on-boarding and ongoing product adoption.
• Build relationships with decision-makers and lead strategic meetings.
• Identify accounts likely to churn and strategize to win them back.

Skills

Customer Support experience

Technical product support

Excellent communication skills

Salesforce experience

MySQL or data assessment tools

Time management skills

Team player

Tools

Salesforce

Birst

Tableau

Looker

Job description

Overview

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. 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. At PagerDuty, you\'ll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace. Inclusion and diversity have been part of our cultural values since day one. From our CEO to our newest Dutonian, we take individual ownership in creating a work environment where everyone can thrive.

As we prepare for our next phase of growth, we are excited to search for our next Customer Success Manager. Customer Success Managers at PagerDuty are responsible for ensuring that our customers are successful in their use of our services throughout their lifecycle.

Responsibilities

• Assist assigned customer with on-boarding, configuration and ongoing product adoption
• Partner with Sales to create an engagement strategy
• Build relationships with decision-makers and champions across your book of business and lead strategic meetings to discuss account usage and opportunities
• Reach out to customers and address where they are not fully utilizing the product
• Identify accounts that are likely to churn using product data, queries and information to support your analysis
• Partner with Sales and Customer Support to create an engagement strategy for high-risk accounts
• Work to assess customers that have been lost or churned, identifying reasons for churn and building a strategy to win customers back
• Make your customers wildly successful at the work they do by leveraging the PagerDuty platform

Qualifications

• You have previous experience in a customer facing role such as Customer Support or Customer Success
• You have previous experience working to support a highly technical product
• Previous experience on-boarding new customers and developing extensive customer enablement documentation or creating and building webinars
• Ability to use MySQL or other tools (Birst, Tableau, Looker) to gather and assess information
• Excellent presentation, written and verbal communication skills
• Proven time management skills with the ability to prioritize tasks
• You work well under pressure, are a results oriented individual, and you are a team player
• Salesforce experience
• 3 or 5 years of experience

Preferred Qualifications

• Experience supporting a SAAS solution
• Worked in a DevOps environment or with a company going through a transition to DevOps

Location & Eligibility

PagerDuty operates a hybrid work model with in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. The role is expected to come into our London office 1 - 2 days per week. Location restrictions apply by region and role.

We Offer

• Competitive salary
• Comprehensive benefits package from day one
• 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