Senior CS Strategy & Operations Leader (Growth & AI)

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

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

ESPP

Pension plan

Paid vacation time

Paid holidays and sick leave

Wellness days

Job summary

PagerDuty is seeking a Principle CS Strategy & Operations Manager to lead the Customer Success Strategy and Operations function. This role partners with CS leadership to define long-term growth plans, segmentation, and coverage models while owning the tooling, metrics, and forecasting that enable scalable, data-driven decision making.

You will design and manage the end-to-end customer journey, drive cross-functional programs, and mentor a high-performing team to deliver measurable improvements

Qualifications

• 6–8+ years in Customer Success 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 and drive the 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 growth.
• Design and improve the end-to-end customer journey: onboarding, adoption, renewal, expansion.
• Build KPI framework and dashboards for CS leadership using BI tools.

Skills

CS Ops

Revenue Ops

Strategy & Ops

Gainsight

Salesforce

BI tools

AI tools

Tools

Gainsight

Salesforce

Tableau

Looker

Power BI

Sigma

Job description

PagerDuty is seeking a Principle CS Strategy & Operations Manager to lead the Customer Success Strategy and Operations function. This role partners with CS leadership to define long-term growth plans, segmentation, and coverage models while owning the tooling, metrics, and forecasting that enable scalable, data-driven decision making.

You will design and manage the end-to-end customer journey, drive cross-functional programs, and mentor a high-performing team to deliver measurable improvements