Director, Sales Strategy & Operations

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 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.

KEY RESPONSIBILITIES :

Sales Operations

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.

Customer Success Operations

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

Insights, Systems & Leadership

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.

PREFERRED QUALIFICATIONS

The ideal candidate will have extensive experience in GTM strategy and operations, ideally in the cloud computing space

They will have a passion for problem-solving and an ability to think strategically and execute methodically, while identifying the root cause for the identified problems

They should have an aptitude for analytics and data-driven decision-making, and a proven track record of driving successful GTM strategies that include both Product Led Growth and Enterprise Selling motions

Demonstrated willingness to perform basic tasks such as creating analytics and writing communications, while also conducting sophisticated work for Senior Executives

Curiosity about business and customers (why do customers do what they do); customer-focused in running Strategy & Operations

Understanding of various sales tools, how to leverage them effectively, and consult GTM stakeholders on how to properly leverage them to maximize efficiency and selling motions

BASIC QUALIFICATIONS

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

PREFERRED QUALIFICATIONS

MBA or equivalent advanced degree

Management consulting or corporate strategy experience in GTM, sales effectiveness, or customer retention

Business Manager, Chief of Staff, or operating leader supporting Sales or CS executives

Managing a portfolio of 6–12 month initiatives in a matrixed org

Building scaled or digital CS motions for long-tail segments

Using AI tools to improve analysis, forecasting, or workflows

Salesforce, Tableau, Anaplan, Gong, Snowflake

The base salary range for this position is 147,000 - 246,400 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the r