Principal CS Strategy & Operations Manager

The posting, as PagerDuty wrote it

PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform.

PagerDuty is seeking a Principal CS Strategy & Operations Manager to join our talented, customer-focused team! The Principal CS Strategy & Operations Manager is the operating backbone of PagerDuty's Customer Success organization. This role sits at the intersection of strategic planning and operational execution: defining how the CS org should grow, then building the systems, data, and processes that make that growth measurable and repeatable.

You'll partner directly with CS leadership to translate top-line retention and expansion goals into segmentation, coverage models, and playbooks — and you'll own the tooling, metrics, and forecasting infrastructure that lets the org run itself with rigor. 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.

KEY RESPONSIBILITIES

Strategy & Planning

• Define and drive the multi-year strategy for Customer Success, aligned to net revenue retention (NRR), gross retention (GRR), and product adoption goals.
• Partner with CS leadership on org design, segmentation, and coverage models (scaled, digital-led, and high-touch) as the customer base and product portfolio evolve.
• Own executive and board-level reporting on CS performance — translating operational data into a clear narrative on retention, risk, and growth.
• Identify and prioritize the initiatives with the highest impact on retention and expansion, using data to build the business case and secure cross-functional buy-in.
• Represent the voice of the customer to Product and GTM leadership, shaping roadmap and go-to-market decisions with CS insights.
• Partner with Finance on the annual operating plan for CS — headcount, budget, and productivity assumptions — and revisit as the business fluctuates.

Operations & Execution

• Own the CS technology stack (e.g., Gainsight, Salesforce, and adjacent tools) — including customer health scoring, journey automation, and reporting infrastructure.
• Design, instrument, and continuously improve the end-to-end customer journey: onboarding, adoption, renewal, and expansion playbooks.
• Build and maintain the KPI framework and executive dashboards CS leadership and the br

[…]
on to PTO

• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses

PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy .

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

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