Director, Customer Success and Country Manager

PagerDuty · Santiago · 1 week ago

Work mode: Hybrid
Category: Customer success
Experience: 10+ years

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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 represented (e.g., engineering, support, marketing).

Fluent in both Spanish and English, written and verbal.

Strong understanding of the Chilean business environment, labor market, and regulatory landscape.

Proven track record managing site operations for a larger workforce.

Excellent stakeholder management skills, with experience partnering closely with functional executives at a company headquarters.

Bachelor's degree required; MBA or equivalent advanced degree preferred.

Experience operating in a high-growth or scaling technology organization is a plus.

What Success Looks Like

A cohesive, engaged Santiago office culture that operates smoothly across functional lines.

A retained, engaged Customer Services and Support team that aligns with PagerDuty’s global priorities and enables customer success

Strong, trusted relationships with HQ functional leaders and consistent, proactive communication on local needs and risks.

Site operations, compliance, and budget management running reliably with no material gaps.

Measurable improvement in local retention and employee satisfaction over time.

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our Santiago office two times per week, so you can thrive in your new role and fully embrace being a Dutonian!

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!

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 equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [email protected] and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.

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