Senior CS Operations Leader, AI-Driven Growth

PagerDuty; San Francisco (CA); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

ESPP

Job summary

The role blends strategic planning with hands-on execution, requiring cross-functional leadership and a track record of transforming CS operations in enterprise SaaS. Hybrid work model with global teams and a strong emphasis on AI-enabled processes.

Qualifications

• 6–8+ years in CS Ops, Revenue Ops, or Strategy & Ops, with at least 3 years leading direct reports.
• Experience scaling CS operations in enterprise SaaS or subscription models.
• Hands-on experience with CS/CRM platforms (Gainsight, Salesforce) and BI tooling (Tableau, Looker, Power BI).
• Experience evaluating or deploying AI-powered tools for CS or revenue ops workflows.
• Experience partnering with C-suite/board stakeholders on strategy and reporting.

Responsibilities

• Define and drive multi-year CS strategy aligned to retention and product adoption goals.
• Partner with CS leadership on org design, segmentation, and coverage models.
• Own executive reporting on CS performance and relay actionable insights to leadership.
• Lead end-to-end renewal operations, forecasting, risk segmentation, and engagement strategy.
• Design and optimize CS tech stack and the customer journey with automation and dashboards.
• Mentor a high-performing CS Strategy & Operations team.

Skills

Gainsight

Salesforce

Tableau

Looker

Power BI

AI tools

Strategic planning

Executive reporting

Cross-functional leadership

Tools

Gainsight

Salesforce

Tableau

Power BI

Job description

The role blends strategic planning with hands-on execution, requiring cross-functional leadership and a track record of transforming CS operations in enterprise SaaS. Hybrid work model with global teams and a strong emphasis on AI-enabled processes.