Director, Sales Strategy & Operations

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 Ameri...

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 ...

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.

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

 
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
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 range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.
Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.
 
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Where we work
PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:
Location restrictions:
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
Candidates must reside in an eligible location, which vary by role.
How we work
Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.
People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.
What we offer
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.
Your package may include:
Competitive salary
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-wide hack weeks
Mental wellness programs
*Eligibility may vary by role, region, and tenure
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses
PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. 
Go behind-the-scenes on our careers site and @pagerduty on Instagram.
Additional Information
PagerDuty is an