Principal Customer Success Strategy and Operations Manager

Job overview

The Principal Customer Success Strategy and Operations Manager role follows PagerDuty’s hybrid work model, with San Francisco, CA, among its office locations. The posting gives a base salary range of $131,000–$220,000 per year. PagerDuty provides an AI-powered digital operations platform used by organizations to detect and resolve issues and coordinate workflows. The role defines how the Customer Success organization plans and scales, then builds the systems, data, and processes that make performance measurable. It partners with CS leadership on retention and expansion strategy, owns operational tooling and reporting, and leads cross-functional execution and team development.

What you'll do

• Define multi-year Customer Success strategy and partner on organization design, segmentation, and coverage models
• own executive and board-level CS reporting
• prioritize retention and expansion initiatives
• manage the CS technology stack and customer journey playbooks
• build KPI frameworks and dashboards
• evaluate AI tools and workflows
• own capacity planning and account assignments
• lead renewal operations
• coordinate cross-functional programs
• mentor the CS Strategy and Operations team.

What we're looking for

Skills & competencies

customer success strategy

operations manager

principal

saas

retention

expansion

gainsight

salesforce

ai workflows

hybrid

san francisco ca

$131k–$220k/year

pagerduty

Work arrangement

• Weekend coverage required

Benefits & perks

• Comprehensive benefits
• flexible work arrangements
• company equity and employee stock purchase program may be available
• retirement or pension plan
• paid vacation, holidays, and sick leave
• wellness days
• paid parental leave
• paid volunteer time
• mental wellness programs.

Why this role

Hybrid work model with offices in San Francisco and other listed cities; role may be eligible for bonus, commission, equity, and benefits; location eligibility restrictions apply.

About the employer

PagerDuty is hiring for this role. Industry: Software Publishers. Sector: 51.