Director, Customer Success and Country Manager

About This RoleAI processing…

Key Responsibilities

• 1
  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.
• 2
  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.
• 3
  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.
• 4
  Own site operations, including facilities, workplace policies, local compliance, and overall employee experience for the Santiago office.
• 5
  Partner with People/HR teams on local hiring, onboarding, retention, and talent development strategies tailored to the Chilean labor market.
• 6
  Drive employee engagement and culture-building initiatives that unite diverse functional teams under a shared site identity.
• 7
  Represent PagerDuty externally in Chile, building relationships with local government bodies, industry groups, vendors, and community partners as needed.
• 8
  Ensure compliance with Chilean labor law, tax, and regulatory requirements in partnership with Legal and Finance.
• 9
  Manage the local operating budget and site-level spend.
• 10
  Track and report on office health metrics (engagement, retention, growth) to executive leadership at HQ.
• 11
  Act as an escalation point and problem-solver for cross-functional issues, helping resolve friction between site-based teams and their global counterparts.

Requirements

• 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.

Perks & Benefits