Do you thrive on building relationships and ensuring customer satisfaction? Are you passionate about helping businesses achieve their goals? If so, then a portfolio customer success manager role might be perfect for you!

As a portfolio CSM, you'll be responsible for a designated group of customers (your portfolio) and act as their primary advocate within the company. Your focus will be on maximizing their success with your products or services, fostering long-term relationships, and driving revenue growth. You will be aligned to a portfolio of customers based on the CSMs supporting territories within our Enterprise or Strategic customer base.

Responsibilities

• Proactive Customer Engagement: You'll regularly connect with your customers, understand their unique needs and challenges, and proactively offer guidance and support. This may involve regular check-ins, health score monitoring, and personalized communication plans.

• Driving Adoption and Usage: Your goal is to ensure your customers are getting the most value out of what they have purchased. You'll educate them on product features, identify areas for improvement, and recommend solutions to optimize their experience.

• Renewal and Upsell Opportunities: By building strong relationships and understanding customer needs, you'll identify upsell and renewal opportunities. You'll work collaboratively with sales teams to ensure a smooth renewal process, run risk mitigation to protect the revenue and products the customer currently has in place, and partner with the sales executive to explore potential upsells that add further value to the customer journey.

• Customer Success Measurement: You'll track key metrics like customer adoption of PagerDuty products purchased, user deployment and activity, and renewal rates to measure success and identify areas for improvement within your portfolio.

Basic Qualifications

• Experience in customer success or account management, preferably with Federal or Public Sector customers

• Strong understanding of customer relationship management (CRM) tools and technologies

• Excellent communication, interpersonal, and presentation skills

• Ability to prioritize effectively and manage multiple tasks simultaneously

• Data-driven approach to problem-solving

The base salary range for this position is 65,000 - 99,000 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.