Greenhouse ·
full-timePrinciple CS Strategy & Operations Manager
Pagerduty · San Francisco
PagerDuty is a global leader in AI-first digital operations, providing a platform that automates incident detection, diagnosis, and remediation. As a Principle CS Strategy & Operations Manager, you will serve as the operational backbone for the Customer Success organization. This role requires a balance of high-level strategic planning and hands-on execution. You will work closely with leadership to define growth strategies, develop coverage models, and translate retention and expansion goals into actionable playbooks. Day-to-day responsibilities include managing the CS technology stack, such as Gainsight and Salesforce, designing customer journey workflows, and building executive-level reporting dashboards to track KPIs like net revenue retention. You will also lead capacity planning, territory design, and the integration of AI tools to enhance CSM productivity. This position is well-suited for an experienced operations professional who is comfortable navigating both board-level strategic narratives and granular technical workflows. The ideal candidate possesses strong analytical skills, experience in cross-functional stakeholder management, and a proven ability to scale operational systems in a high-growth SaaS environment.
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 Principle CS Strategy & Operations Manager to join our talented, customer-focused team! The Principle 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 broader business rely on to run the function, using BI tooling (e.g., Tableau, Looker, Power BI, or Sigma) alongside native Salesforce reporting. Evaluate and deploy AI tools and workflows that increase CSM productivity, surface proactive churn/risk signals, and streamline customer engagement — in line with PagerDuty's own AI-first platform positioning. Own capacity planning, book-of-business design, and territory/account assignment in partnership with Sales Ops, Finance, and People teams. Partner with CS leadership and People/Comp teams on CS compensation plan design, ensuring incentives align with retention and expansion priorities. Lead the renewal operations process end-to-end — forecasting, risk segmentation, and engagement strategy for at-risk accounts. Drive cross-functional programs that connect CS with Sales, Support, Marketing, Product, and Finance, including OKR setting, execution tracking, and post-program measurement. Lead and mentor a high-performing CS Strategy & Operations team, building a culture of ownership and continuous improvement. What Success Looks Like Improved NRR & GRR Health score & risk model adopted org-wide Scalable renewal & segmentation model in place Trusted, self-serve CS reporting for execs AI-enabled workflows measurably reducing manual CSM effort BASIC QUALIFICATIONS 6–8+ years in Customer Success Operations, Revenue Operations, or Strategy & Ops, with 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) and 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 — comfor
| Role | Principle CS Strategy & Operations Manager |
|---|---|
| Company | Pagerduty |
| Location | San Francisco |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-19 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Principle CS Strategy & Operations Manager at Pagerduty: frequently asked questions
- What is the salary for this role?
- Pagerduty has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Principle CS Strategy & Operations Manager position remote, hybrid or onsite?
- The listing gives San Francisco as the location and does not state a work mode.
- What is the application deadline?
- Pagerduty has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Principle CS Strategy & Operations Manager role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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