Director of Sales Strategy & Operations, PagerDuty

• 10+ years in management consulting, sales, customer success, or business operations, GTM strategy, or business planning in enterprise software or large-scale tech
• SaaS/Consumption experience with deep understanding of ARR and consumption models and their metrics (bookings, pipeline coverage, GRR/NRR, churn, expansion)
• 3+ years of direct people management leading sales ops, CS ops, strategy, or analytics teams
• Track record leading sales planning and running the sales operating cadence with senior Sales leaders
• Track record driving new-business and renewal forecasting, pipeline analytics, and performance governance with senior Sales and CS leaders
• Coverage models, territory and book-of-business governance, quota setting, and capacity planning for a multi-segment Sales and CS org
• Customer lifecycle programs: health scoring, onboarding, renewal management, churn mitigation
• Strong command of metrics and business modeling
• Executive-level communication with VP- and C-level audiences
• Hands-on operator balancing strategy and execution
• Translating business needs into requirements for IT and Applications
• Bachelor's degree in Business, Finance, Economics, or a related quantitative field
• We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application

Desirable

• PagerDuty is seeking a Director, Sales & Customer Success Operations – Americas to serve as a senior operator and trusted advisor to our Americas Sales and Customer Success leadership
• Reporting to the VP, Field Operations, you will lead sales planning and translate company strategy into a scalable, repeatable Americas go-to-market engine spanning the full customer lifecycle across Commercial, Mid-Market, and Enterprise segments
• This role looks beyond the current quarter: you will anticipate what the business needs next quarter, next fiscal year, and beyond, while running the operating cadence and forecast rigor that keep the region on track today
• You will lead a team of sales and customer success operations professionals and a portfolio of strategic go-to-market initiatives
• You will not own the sales or customer success technology stack; instead, you will partner closely with IT, Applications, and other stakeholders to evolve the processes and systems that support the Americas Sales and Customer Success organizations
• Partner with Sales leadership to execute on key imperatives
• Drive seller productivity and remove friction from the sales motion
• Run the operating cadence: forecast calls, pipeline inspection, deal reviews, QBRs, exec readouts
• Improve forecast accuracy and pipeline health
• Support the design of overage models, territories, segmentation, quotas, and capacity planning
• Support Sales compensation, headcount, and incentive design with Finance and People
• Serve as the primary strategic and operating partner to Americas Sales leadership, translating company and regional priorities into clear plans and driving execution on key business imperatives
• Own the Americas sales operating cadence, including weekly forecast calls, pipeline inspection, deal reviews, QBRs, and executive performance readouts, with clear insights, actions, and accountability
• Drive seller and front-line manager productivity by identifying friction in the sales motion, simplifying processes, and scaling best practices across segments
• Improve forecast accuracy and pipeline health through consistent inspection standards, stage definitions, and leading-indicator reporting
• Look ahead across quarters to anticipate business performance, pipeline coverage, and resource needs, and recommend actions before gaps emerge
• Serve as the operating partner to Americas Customer Success leadership on retention, adoption, and expansion priorities
• Own Customer Success operating metrics and reporting (gross and net revenue retention, churn, renewal rates, expansion, adoption, and customer health) and drive the actions that improve them
• Design and operationalize customer lifecycle processes, including Sales-to-CS handoffs, onboarding, health scoring, success planning, renewal management, and escalation/risk playbooks
• Own renewal and retention forecasting and CSM book-of-business design, including customer-to-CSM coverage ratios
• Own CS metrics: GRR/NRR, churn, renewals, expansion, adoption, and health
• Lifecycle processes: Sales-to-CS handoff, onboarding, health scoring, success plans, renewals, risk playbooks
• CSM book-of-business design and coverage ratios
• Improve renewal and retention forecasting
• Support CS compensation, headcount, and incentive design with Finance and People
• Translate complex plans into compelling narratives for the VP, Field Operations, Americas Sales and CS leadership, and the Executive Leadership Team
• Identify bottlenecks and streamline processes to improve decision speed, seller productivity, and CSM efficiency, including where AI and automation can help
• Partner with IT, Applications, and other stakeholders to evolve the processes and tools supporting Americas Sales and CS, defining requirements and priorities without owning the systems roadmap
• Lead, coach, and develop a high-performing team of sales and customer success operations and strategy professionals