ˇJob Description

 

Portfolio Customer Success Manager

Do you thrive on building relationships and ensuring customer satisfaction? Are you passionate about helping businesses achieve their goals? If so, then a portfolio customer success manager (CSM) role might be perfect for you!

 

As a portfolio CSM, you'll be responsible for a designated group of customers (your portfolio) and act as their primary advocate within the company. Your focus will be on maximizing their success with your products or services, fostering long-term relationships, and driving revenue growth. You will be aligned to a portfolio of customers based on the CSMs supporting territories within one of the below Regional Sales Directors.

 

Here's a glimpse of what your day-to-day might look like:

 

Proactive Customer Engagement: You'll regularly connect with your customers, understand their unique needs and challenges, and proactively offer guidance and support. This may involve regular check-ins, health score monitoring, and personalized communication plans. Driving Adoption and Usage: Your goal is to ensure your customers are getting the most value out of what they have purchased. You'll educate them on product features, identify areas for improvement, and recommend solutions to optimize their experience. Renewal and Upsell Opportunities: By building strong relationships and understanding customer needs, you'll identify upsell and renewal opportunities. You'll work collaboratively with sales teams to ensure a smooth renewal process, run risk mitigation to protect the revenue and products the customer currently has in place, and partner with the sales executive to explore potential upsells that add further value to the customer journey. Customer Success Measurement: You'll track key metrics like customer adoption of PagerDuty products purchased, user deployment and activity, and renewal rates to measure success and identify areas for improvement within your portfolio.

To be successful in this role, you'll ideally have:

 

Experience in customer success or account management Strong understanding of customer relationship management (CRM) tools and technologies Excellent communication, interpersonal, and presentation skills Ability to prioritize effectively and manage multiple tasks simultaneously Data-driven approach to problem-solving

 

Being a Portfolio CSM is a rewarding career path. You'll play a pivotal role in ensuring customer satisfaction, building long-term partnerships, and driving sustainable growth for the company.

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our Santiago office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian!