Senior CS Strategy & Operations Lead: AI-First Growth

PagerDuty, Inc.; San Francisco (CA); Hybrid; USD 131,000 - 220,000; Full time

Benefits offered by this job

Hybrid work model

Company equity

Generous paid vacation time

EspP (Employee Stock Purchase Program)

Job summary

PagerDuty, Inc. is seeking a Principle CS Strategy & Ops Manager to drive the long-term Customer Success strategy and operational execution.

You will partner with CS leadership to shape segmentation, coverage models, and playbooks while owning tooling, data, and forecasting infrastructure that enables scalable growth. You’ll translate retention and expansion goals into actionable programs, build executive dashboards, and lead a high‑visibility team to deliver measurable improvements in NRR, GRR,

Qualifications

• 6–8+ years in CS Operations, Revenue Operations, or Strategy & Ops with leadership experience.
• Proven CS operations scaling in enterprise SaaS or subscription business.
• Hands-on CS/CRM platforms experience (Gainsight, Salesforce) and BI tooling.
• Experience evaluating deploying AI-powered CS/revenue workflows.
• Experience partnering with C-suite/board on strategy & reporting.
• Ability to lead cross-functional initiatives across Sales, Product, Support, and Finance.

Responsibilities

• Define multi-year CS strategy aligned to NRR/GRR and product adoption goals.
• Design org structure, segmentation, and coverage models for CS.
• Own executive/board reporting on CS performance and health.
• Build and maintain KPI dashboards and reporting frameworks.
• Evaluate and deploy AI tools to improve CS productivity and signals.
• Lead capacity planning and territory/account design with cross-functional partners.
• Oversee renewal operations, forecasting, and risk segmentation.

Skills

CS Ops leadership

Gainsight & Salesforce

Tableau/Looker/Power BI

AI tooling in CS

Executive reporting

Cross-functional partnering

Strategic planning

Tools

Gainsight

Salesforce

Tableau

Looker

Power BI

Sigma

Job description

PagerDuty, Inc. is seeking a Principle CS Strategy & Ops Manager to drive the long-term Customer Success strategy and operational execution.

You will partner with CS leadership to shape segmentation, coverage models, and playbooks while owning tooling, data, and forecasting infrastructure that enables scalable growth. You’ll translate retention and expansion goals into actionable programs, build executive dashboards, and lead a high‑visibility team to deliver measurable improvements in NRR, GRR,