Director, GTM Strategy & Sales Operations

PagerDuty; Atlanta (GA); Hybrid; USD 147,000 - 222,000; Full time

Benefits offered by this job

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

Job summary

PagerDuty is seeking a Director, Sales & Customer Success Operations – Americas to drive go-to-market strategy, sales and customer success operations, and analytics across Commercial to Enterprise segments. You will lead a team, partner with IT, and translate strategy into scalable processes with an emphasis on automation and data-driven decision-making.

The role reports to the VP, Field Operations and requires strong leadership, cross-functional collaboration, and a track record of improving

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

Responsibilities

• Lead Sales Operations to execute key imperatives and improve forecast accuracy and pipeline health
• Own renewal and retention forecasting and CS metrics; design CS book-of-business and coverage
• Design and operationalize customer lifecycle processes, onboarding, health scoring, renewal management
• Own CS metrics: GRR/NRR, churn, renewals, expansion, adoption, health
• Translate complex plans for field leaders and executive teams; drive AI/automation opportunities
• Lead and coach a high-performing team of sales and CS operations professionals

Skills

GTM strategy

Sales ops leadership

Analytics

Executive communication

Process optimization

AI/Automation awareness

Education

Bachelor's degree in Business/Finance/Economics

Tools

Salesforce

Tableau

Anaplan

Gong

Snowflake

Job description

PagerDuty is seeking a Director, Sales & Customer Success Operations – Americas to drive go-to-market strategy, sales and customer success operations, and analytics across Commercial to Enterprise segments. You will lead a team, partner with IT, and translate strategy into scalable processes with an emphasis on automation and data-driven decision-making.

The role reports to the VP, Field Operations and requires strong leadership, cross-functional collaboration, and a track record of improving