Principle CS Strategy & Operations Manager

Join PagerDuty, a leading digital operations management platform, as a Principle CS Strategy & Operations Manager. In this high-visibility role, you will be the driving force behind the growth and success of our Customer Success organization. You will work closely with CS leadership to define and execute our multi-year strategy, own executive reporting on CS performance, and lead cross-functional initiatives. This is a hands-on role that requires strong analytical skills, program management discipline, and experience in customer success operations or revenue operations.

• Definir y dirigir la estrategia a largo plazo para el éxito del cliente, alineada con los objetivos de retención de ingresos netos y adopción de productos.
• Colaborar con el liderazgo de éxito del cliente en el diseño organizacional, la segmentación y los modelos de cobertura, y ser responsable de la infraestructura de métricas y pronósticos.
• Ser el responsable de la pila tecnológica de éxito del cliente, incluyendo la puntuación de salud del cliente, la automatización del viaje y la infraestructura de informes.

• This is a hands-on, high-visibility role for someone who is equally comfortable building an executive narrative for the board and getting into the weeds of a Gainsight workflow
• Sharp analytical instincts — comfortable turning messy, cross-system data into a clear point of view
• Strong program management discipline: can define OKRs, run execution cadences, and hold cross-functional teams to deadlines
• Experience leading cross-functional initiatives across Sales, Product, Support, and Finance in a mid-to-large organization
• Deep, hands-on experience with CS/CRM platforms (Gainsight, Salesforce, or similar) and BI tooling (Tableau, Looker, Power BI, or Sigma)
• 6–8+ years in Customer Success Operations, Revenue Operations, or Strategy & Ops, with at least 3 years leading direct reports
• Comfortable operating with ambiguity in a fast-moving, distributed organization
• Experience partnering with C-suite/board-level stakeholders on strategy and reporting
• Experience evaluating or deploying AI-powered tools for customer success or revenue operations workflows
• Bias toward action and ownership — genuinely embodies "Ack + Own."
• Track record building or scaling CS operations in an enterprise SaaS or subscription business
• Excellent written and verbal communication; able to flex from a board deck to a process doc
• We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story
• Experience with digital/tech-touch customer engagement models, incident management or observability domain knowledge, experience with CS compensation plan design, and experience supporting a public-company reporting cadence