Director, Customer Success and Country Manager

PagerDuty is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization.

• Serve as the senior on-site leader for PagerDuty's Santiago office, providing direct leadership for Customer Success, Support and Professional Services teams 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.

• 10+ years of progressive leadership experience, including prior Customer Service and Support experience as well as site, country, or general management roles, ideally 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.
• 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.

• Flexible, hybrid workplace. This role is expected to come into the Santiago office two times per week.