Director, Customer Success and Country Manager

The role

This role provides direct leadership for Customer Success, Support, and Professional Services teams in Chile. You will serve as the senior on-site leader for the Santiago office and provide cross-functional leadership for resident functions.

What you will do

• Serve as the senior on-site leader for the Santiago office.
• Provide direct leadership for Customer Success, Support and Professional Services teams.
• Provide cross-functional leadership across Engineering, Customer Success, Renewal Management, Marketing, and other resident teams.
• Lead local Support and Services teams to accelerate customer success.
• Act as the primary local liaison between site-based teams and global functional leaders.
• Own site operations including facilities, workplace policies, and local compliance.
• Partner with People/HR teams on local hiring, onboarding, retention, and talent development.
• Drive employee engagement and culture-building initiatives.
• Represent PagerDuty externally in Chile with government bodies, industry groups, and vendors.
• Ensure compliance with Chilean labor law, tax, and regulatory requirements.

Required qualifications

• 10+ years of progressive leadership experience.
• Prior Customer Service and Support experience.
• Prior site, country, or general management roles within SaaS or technology companies.
• Experience leading post-sales customer support and services teams.
• Ability to lead and influence cross-functional teams without direct subject-matter expertise.
• Fluent in both Spanish and English, written and verbal.
• Strong understanding of the Chilean business environment, labor market, and regulatory landscape.
• Proven track record managing site operations for a larger workforce.
• Excellent stakeholder management skills.
• Bachelor's degree required.

Nice to have

• MBA or equivalent advanced degree
• Experience operating in a high-growth or scaling technology organization

Benefits

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks

About the company

PagerDuty, Inc. is a global leader in AI-first digital operations. The PagerDuty Platform orchestrates AI agents and automated workflows for organizations scaling resilient, autonomous operations.