Director, Customer Success and Country Manager

Responsibilities

• Serve as the senior on-site leader for PagerDuty’s Santiago office.
• Provide direct leadership for Customer Success, Support, and Professional Services teams, with cross-functional leadership across resident teams including Engineering, Marketing, Finance, and IT.
• Lead local Support and Services teams in collaboration with Sales and customers to accelerate deployments and maximize retention, expansion, and operating performance.
• Act as the liaison between site-based teams and global functional leaders.
• Own site operations, including facilities, workplace policies, local compliance, employee experience, operating budget, and site-level spend.
• Partner with People/HR on local hiring, onboarding, retention, and talent development.
• Drive employee engagement and culture-building initiatives.
• Represent PagerDuty externally in Chile and build relationships with government bodies, industry groups, vendors, and community partners.
• Ensure compliance with Chilean labor, tax, and regulatory requirements.
• Track and report engagement, retention, growth, and office-health metrics to executive leadership.
• Resolve cross-functional issues between site teams and global counterparts.

Requirements

• 10+ years of progressive leadership experience, including Customer Service and Support, site, country, or general management experience, ideally in SaaS or technology.
• Experience leading post-sales customer support and services teams and managing KPIs such as churn, downgrades, net expansion, and operating margin.
• Ability to lead and influence cross-functional teams.
• Fluency in Spanish and English, written and verbal.
• Strong understanding of the Chilean business environment, labor market, and regulatory landscape.
• Experience managing site operations for a larger workforce.
• Excellent stakeholder-management skills and experience partnering with headquarters executives.
• Bachelor’s degree required.

Nice-to-haves

• MBA or equivalent advanced degree.
• Experience in a high-growth or scaling technology organization.

Compensation and Benefits

• Competitive salary and comprehensive benefits package.
• Flexible work arrangements.
• Company equity and Employee Stock Purchase Plan.
• Retirement or pension plan.
• Paid vacation, holidays, and sick leave.
• Wellness Days and companywide paid days off.
• Paid parental leave, subject to local standards and laws.