Senior CS Strategy & Operations Leader

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

Benefits offered by this job

Equity

ESPP

Generous vacation

Wellness programs

Job summary

PagerDuty, Inc. in San Francisco seeks a Principle CS Strategy & Operations Manager to shape multi-year CS strategy and build the systems that make growth measurable.

You will own executive reporting, tooling, and capacity planning, partnering with CS leadership, product, and finance to drive retention and expansion. The role emphasizes hands-on design of segmentation, coverage models, and playbooks, plus leading a high-performing team and optimizing the CS tech stack with Gainsight, Salesforce,

Qualifications

• 6–8+ years in CS operations, revenue operations, or strategy & ops, with at least 3 years leading direct reports.
• Track record building or scaling CS operations in an enterprise SaaS or subscription business.
• Deep, hands-on experience with CS/CRM platforms (Gainsight, Salesforce, or similar) and BI tooling (Tableau, Looker, Power BI, or Sigma).
• Experience evaluating or deploying AI-powered tools for customer success or revenue operations workflows.
• Experience partnering with C-suite/board-level stakeholders on strategy and reporting.

Responsibilities

• Define the multi-year CS strategy aligned to net revenue retention, gross retention, and product adoption goals.
• Partner with CS leadership on org design, segmentation, and coverage models as the customer base evolves.
• Own executive and board-level reporting on CS performance, translating data into narratives on retention, risk, and growth.
• Lead renewal operations end-to-end, including forecasting, risk segmentation, and engagement strategy for at-risk accounts.
• Build KPI frameworks and executive dashboards using BI tools to enable self-serve CS reporting.

Skills

CS Operations

Revenue Ops

Strategy & Ops

Leadership

Data analysis

BI tooling

Board reporting

Tools

Gainsight

Salesforce

Tableau

Looker

Power BI

Sigma

Job description

PagerDuty, Inc. in San Francisco seeks a Principle CS Strategy & Operations Manager to shape multi-year CS strategy and build the systems that make growth measurable.

You will own executive reporting, tooling, and capacity planning, partnering with CS leadership, product, and finance to drive retention and expansion. The role emphasizes hands-on design of segmentation, coverage models, and playbooks, plus leading a high-performing team and optimizing the CS tech stack with Gainsight, Salesforce,