Customer Success Manager London

PagerDuty; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading digital operations management firm in the UK is seeking a Customer Success Manager to ensure clients successfully utilize their services. In this role, you will assist with onboarding, develop engagement strategies, and build strong relationships to drive product adoption. The ideal candidate will have customer support experience, solid communication skills, and proficiency in MySQL. This position embraces a flexible hybrid work model that encourages collaboration and innovation.

Benefits

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

Mental wellness programs

Paid parental leave

Qualifications

• 3-5 years of experience in a customer-facing role.
• Experience onboarding new customers and developing documentation.
• Work under pressure and prioritize tasks effectively.

Responsibilities

• Assist customers with onboarding and product adoption.
• Build relationships and lead strategic meetings.
• Identify accounts likely to churn and develop recovery strategies.

Skills

Customer Support experience

Ability to support technical products

Excellent communication skills

MySQL proficiency

Salesforce experience

Time management

Tools

Birst

Tableau

Looker

Job description

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.

Join us. At PagerDuty youll tackle complex problems collaborate with kind and ambitious people and help build a more equitable worldall 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

Minimum 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 working to develop extensive customer enablement documentation or create and build webinars
• Ability to use MySQL or other tools (Birst Tableau Looker) to gather and assess information
• Have excellent presentation written and verbal communication skills
• Have 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.

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 London office 1 - 2 days per week so you can thrive in your new role and fully embrace being a Dutonian!

Hesitant to apply

We encourage you to submit your resume even if you dont meet every requirement. We value potential and consider each candidates full professional story. Whether youre exploring a career change or taking your next step we look forward to reviewing your application. If this just isnt the right role or time - sign up for job alerts!

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities : Atlanta Lisbon London San Francisco Santiago Sydney Tokyo and Toronto. While we offer flexibility within our established locations we cannot employ candidates residing in :

Location restrictions :

Australia : Northern Territory Queensland South Australia Tasmania Western Australia

Canada : Alberta Manitoba Newfoundland Northwest Territories Nunavut PEI Quebec Saskatchewan Yukon

United States : Alaska Hawaii Iowa Louisiana Mississippi Nebraska New Mexico Oklahoma Rhode Island South Dakota West Virginia Wyoming

Candidates must reside in an eligible location which vary by role.

How we work

Our values guide how we support customers collaborate with colleagues develop products and foster a culture of belonging. They define not just our actions but what it means to be Dutonian.

People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact : Lead Self Lead the Team Lead the Business and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development career promotion and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities prioritize their efforts and drive engagement and performance.

What we offer

As a global organization our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more including country-specific offerings on our benefits site.

Your package may include :

• 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
• Eligibility may vary by role region and tenure

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.

Go behind‑the‑scenes on our careers site and @pagerduty on Instagram.

Additional Information

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. Your privacy is important to us. By submitting an application you confirm that you have read and understand PagerDutys .

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation please email and we will work with you to meet your accessibility needs.

PagerDuty uses the E‑Verify employment verification program.

Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full Time

Experience : years

Vacancy : 1