Director, Customer Success and Country Manager
Pagerduty INC · 🌍 Santiago
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About the role
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. Country Manager, Director - Customer Success About the Role PagerDuty is seeking an experienced CSG leader and Chile Country Manager to lead our Chilean team and Santiago office. This role provides direct leadership for PagerDuty’s Customer Success, Support, and Professional Services teams located in Chile, as well as cross-functional leadership for Engineering, Solutions Consulting, Marketing, Finance, IT, and other resident functions. This role serves as PagerDuty's senior on-site leader in Chile, ensuring a unified culture and smooth day-to-day operations while each cross-functional team continues to report into its respective global leadership structure. Key Responsibilities • Serve as the senior on-site leader for PagerDuty's Santiago office, providing direct leadership for Customer Success, Support and Professional Services teams (within our Customer Success Group) as well as cross-functional leadership across Engineering, Customer Success, Renewal Management, Marketing, and other resident teams. • Lead the local Support and Services teams to accelerate customer success by collaborating with sales & customers on deployments, and ensuring a unified customer experience to maximize revenue and minimize churn/downgrade, tracking success with KPI metrics such as churn and downgrades, net expansion, and operating margin. • Act as the primary local liaison between site-based teams and their respective global functional leaders, ensuring alignment with global strategy while surfacing and addressing local needs. • Own site operations, including facilities, workplace policies, local compliance, and overall employee experience for the Santiago office. • Partner with People/HR teams on local hiring, onboarding, retention, and talent development strategies tailored to the Chilean labor market. • Drive employee engagement and culture-building initiatives that unite diverse functional teams under a shared site identity. • Represent PagerDuty externally in Chile, building relationships with local government bodies, industry groups, vendors, and community partners as needed. • Ensure compliance with Chilean labor law, tax, and regulatory requirements in partnership with Legal and Finance. • Manage the local operating budget and site-level spend. • Track and report on office health metrics (engagement, retention, growth) to executive leadership at HQ. • Act as an escalation point and problem-solver for cross-functional issues, helping resolve friction between site-based teams and their global counterparts. Qualifications • 10+ years of progressive leadership experience, including prior Customer Service and Support experience and site, country, or general management roles, within SaaS or technology companies. • Previous experience leading post-sales customer support and services teams, tracking success with KPI metrics such as churn and downgrades, net expansion, and operating margin. • Demonstrated ability to lead and influence cross-functional teams without direct subject-matter expertise in every function rep