Director of Sales Strategy & Operations

PagerDuty; San Francisco (CA); On-site; USD 180,000 - 300,000; Full time

Benefits offered by this job

Health insurance

Generous paid time off

Flexible workplace/WFH

Wellness days

Job summary

PagerDuty seeks a Director, Sales & Customer Success Operations - Americas to lead sales planning and operating cadence for the Americas region. You will partner with Sales and CS leadership to drive productivity, design capacity plans, and align incentives with finance and people teams.

You’ll oversee a team of operations professionals, coordinate with IT and applications, and deliver data-driven insights across ARR, churn, and expansion for Commercial, Mid-Market, and Enterprise segments.

Qualifications

• 10+ years in management consulting, sales, CS, or business operations in enterprise software or SaaS.
• Experience leading GTM strategy and cross-functional initiatives at scale.
• Proven ability to translate business needs into IT/Applications requirements.
• Strong mastery of metrics, forecasting, and governance with executives.

Responsibilities

• Lead sales planning and the Americas go-to-market engine across segments.
• Run the sales operating cadence: forecast calls, pipeline reviews, QBRs, executive readouts.
• Partner with IT and Applications to evolve processes without owning the systems roadmap.
• Coach and develop a high-performing team of sales and CS operations and strategy professionals.
• Own renewal/retention forecasting and CS metrics, plus escalation/risk playbooks.

Skills

GTM strategy

Sales operations

Customer success operations

Forecasting

People management

Analytics

Executive communication

Cross-functional collaboration

Education

Bachelor's degree in Business or related field

Tools

Salesforce

Tableau

Anaplan

Gong

Snowflake

Job description

• 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
• 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
• 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
• 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

Benefits

• 20 hours per year of paid volunteer time
• Health insurance
• Wellness Days and mid-year Wellness Week: extra time off for whole company to unplug and recharge at the same time
• Generous paid parental leave and return to work policy to help with transition back
• Generous paid time off
• Flexible workplace/WFH
• Hands-on career and leadership development programs

Track record leading sales planning and running the sales operating cadence with senior Sales leadersSaaS/Consumption experience with deep understanding of ARR and consumption models and their metrics (bookings, pipeline coverage, GRR/NRR, churn, expansion)Executive-level communication with VP- and C-level audiences10+ years in management consulting, sales, customer success, or business operations, GTM strategy, or business planning in enterprise software or large-scale techCoverage models, territory and book-of-business governance, quota setting, and capacity planning for a multi-segment Sales and CS orgCustomer lifecycle programs: health scoring, onboarding, renewal management, churn mitigationBachelor's degree in Business, Finance, Economics, or a related quantitative field3+ years of direct people management leading sales ops, CS ops, strategy, or analytics teamsHands-on operator balancing strategy and executionTranslating business needs into requirements for IT and ApplicationsStrong command of metrics and business modelingTrack record driving new-business and renewal forecasting, pipeline analytics, and performance governance with senior Sales and CS leadersThe ideal candidate will have extensive experience in GTM strategy and operations, ideally in the cloud computing spaceThey will have a passion for problem-solving and an ability to think strategically and execute methodically, while identifying the root cause for the identified problemsThey 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 motionsDemonstrated willingness to perform basic tasks such as creating analytics and writing communications, while also conducting sophisticated work for Senior ExecutivesUnderstanding of various sales tools, how to leverage them effectively, and consult GTM stakeholders on how to properly leverage them to maximize efficiency and selling motionsCuriosity about business and customers (why do customers do what they do); customer-focused in running Strategy & OperationsMBA or equivalent advanced degreeBusiness Manager, Chief of Staff, or operating leader supporting Sales or CS executivesManagement consulting or corporate strategy experience in GTM, sales effectiveness, or customer retentionManaging a portfolio of 6-12 month initiatives in a matrixed orgUsing AI tools to improve analysis, forecasting, or workflowsBuilding scaled or digital CS motions for long-tail segmentsSalesforce, Tableau, Anaplan, Gong, Snowflake