Principal CS Strategy & Operations Manager

The role

This role serves as the operating backbone of the Customer Success organization. You will define multi-year strategy and build the systems, data, and processes to drive growth and retention.

What you will do

• Define and drive multi-year strategy for Customer Success aligned to NRR, GRR, and product adoption.
• Partner with CS leadership on org design, segmentation, and coverage models.
• Own executive and board-level reporting on CS performance.
• Identify and prioritize initiatives with highest impact on retention and expansion.
• Represent the voice of the customer to Product and GTM leadership.
• Partner with Finance on the annual operating plan for CS.
• Own the CS technology stack including Gainsight and Salesforce.
• Design and improve the end-to-end customer journey.
• Build and maintain KPI frameworks and executive dashboards.
• Evaluate and deploy AI tools and workflows.

Required qualifications

• 6–8+ years in Customer Success Operations, Revenue Operations, or Strategy & Ops
• At least 3 years leading direct reports
• Track record building or scaling CS operations in an enterprise SaaS or subscription business
• Deep, hands-on experience with CS/CRM platforms (Gainsight, Salesforce, or similar)
• Experience with BI tooling (Tableau, Looker, Power BI, or Sigma)
• Experience evaluating or deploying AI-powered tools for customer success or revenue operations workflows
• Experience partnering with C-suite/board-level stakeholders on strategy and reporting
• Experience leading cross-functional initiatives across Sales, Product, Support, and Finance in a mid-to-large organization
• Sharp analytical instincts
• Strong program management discipline
• Excellent written and verbal communication
• Bias toward action and ownership

Nice to have

• Experience with digital/tech-touch customer engagement models
• Incident management or observability domain knowledge
• Experience with CS compensation plan design
• Experience supporting a public-company reporting cadence

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 & Hibernation
• 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 the global leader in AI-first digital operations. The PagerDuty Platform orchestrates AI agents and automated workflows to detect, diagnose, and remediate issues.