Customer Success Manager (San Francisco) at Pagerduty

Pagerduty

San Francisco·14h ago

ManagerFull-timeRustAWSGitGoAIML

Salary Range

$81,600 - $110,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Customer Success Manager to join our talented, customer-focused team at PagerDuty. As a CSM, you will be part of the Global Customer Success organization, partnering closely with Account Executives, Renewal Managers, and Product teams to ensure our customers achieve measurable value and adoption of PagerDuty’s solutions.

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.