Director, Customer Success & Country Manager

About the role

PagerDuty is looking for an experienced Customer Success Group (CSG) leader to serve as the Country Manager for Chile. Based in Santiago, you will be the senior on‑site leader overseeing Customer Success, Support, Professional Services and cross‑functional teams while aligning local operations with global strategy.

Key responsibilities

• Lead the Santiago office, providing direct oversight of Customer Success, Support and Professional Services teams.
• Collaborate with Sales and customers on deployments to accelerate success, maximize revenue and reduce churn, tracking KPIs such as churn, downgrades, net expansion and operating margin.
• Act as the primary liaison between site‑based teams and global functional leaders, ensuring strategic alignment and surfacing local needs.
• Own site operations, including facilities, workplace policies, local compliance and overall employee experience.
• Partner with People/HR on hiring, onboarding, retention and talent development tailored to the Chilean labor market.
• Drive employee engagement and culture‑building initiatives that unite diverse functional teams.
• Represent PagerDuty externally, building relationships with government bodies, industry groups, vendors and community partners.
• Ensure compliance with Chilean labor law and related regulations.

Required profile

• Proven experience leading Customer Success or similar customer‑facing functions at a senior level.
• Demonstrated ability to act as a Country Manager, overseeing multiple functional areas.
• Strong track record of driving revenue growth while minimizing churn.
• Experience managing site operations, compliance and employee experience in Chile.
• Excellent communication and stakeholder‑management skills across global and local teams.

Required skills