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Customer Success Manager, PubSector - DC at Pagerduty
PagerdutyRemote (USA - Washington DC-Baltimore Area)·2d ago
ManagerFull-timeRustAWSGitGoAIML
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
PagerDuty is seeking a Customer Success Manager to join their Global Customer Success organization. This role involves partnering with Account Executives, Renewal Managers, and Product teams to ensure customers achieve measurable value and adoption of PagerDuty’s solutions. The CSM will own the post-sale relationship, guiding customers through the Realize phase of PagerDuty’s Land-Realize-Expand strategy.
Key Responsibilities
- →Manage Gross Retention Rate (GRR) by driving improved customer health and engagement.
- →Build and maintain long-term customer relationships across technical and executive levels.
- →Lead adoption and value realization efforts within 3–6 months post-sale, ensuring successful onboarding.
- →Monitor customer health metrics; proactively identify and mitigate risk to retention.
- →Partner with Renewal Managers on the renewal process and identify expansion opportunities for the Sales team.
Requirements
- ✓5+ years experience in Customer Success, Account Management, or related roles in SaaS or enterprise software.
- ✓Proven track record in managing customer retention and health metrics.
- ✓Experience conducting Quarterly Business Reviews (QBRs) and creating strategic success plans.
- ✓Strong understanding of customer lifecycle management and value realization.
- ✓Bachelor’s degree in Business, Technology, or a related field — or equivalent experience.
- ✓Applicants must be currently authorized to work in the United States on a full-time basis.
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