PagerDuty

PagerDuty

Principle CS Strategy & Operations Manager

San Francisco · Senior

Sponsorship not specified$131k-$220kDetected 3 days ago
Data VisualizationLLMsAgentic AIOKRsSalesforceCRMForecastingCustomer SuccessLeadershipCommunication

Stay score

odds of building a lasting career here

59Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70

Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.

Lottery odds assume a STEM candidate.

Personalize to your clock →

H-1B wage level

the lottery is wage-weighted — each level is one more entry

Level III · 3×
Level I$79,2691 entry
Level II$99,7152 entries
Level III$120,1413 entries
Level IV$140,5874 entries

$9,587 more — $140,587 — moves this role to Level IV and 4 lottery entries. That figure is inside the range the employer already advertised.

Based on the DOL prevailing wage for this occupation and worksite, a base salary of $140,587 would place this position at wage Level IV. That figure is within the posted range, and I'd like to target it. This role classifies under "Operations Research Analysts" for prevailing-wage purposes.

DOL prevailing wage, 2026-27 wage year · Operations Research Analysts (15-2031) · San Francisco-Oakland-Fremont, CA. Wage level is derived by USCIS from the offered wage, occupation and worksite; the occupation shown is inferred from the job title.

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About the role

  • PagerDuty is seeking a Principle CS Strategy & Operations Manager to join our talented, customer-focused team!

Responsibilities

  • Define and drive the multi-year strategy for Customer Success, aligned to net revenue retention (NRR), gross retention (GRR), and product adoption goals.
  • 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.
  • 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.

Requirements

  • 6-8+ years in Customer Success Operations, Revenue Operations, or Strategy & Ops, with at least 3 years leading direct reports.
  • 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.

Nice to have

  • Hesitant to apply?
  • 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.
  • If this just isn't the right role or time - sign up for job alerts!
  • Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
  • Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
  • United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming

Skills

  • PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations.
  • The Principle CS Strategy & Operations Manager is the operating backbone of PagerDuty's Customer Success organization.

Compensation

  • Partner with Finance on the annual operating plan for CS - headcount, budget, and productivity assumptions - and revisit as the business fluctuates.
  • Competitive salary

Benefits

  • As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations.
  • Learn more, including country-specific offerings, on our benefits site.
  • 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 & HibernationDuty - companywide paid days off in addition to PTO
  • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
  • Paid volunteer time off: 20 hours per year

Company info

  • Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more.
  • What we offer As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations.

Equal opportunity

  • PagerDuty is an equal opportunity employer.
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This listing is sourced directly from PagerDuty's careers page and normalized into a canonical job model.