# Director, Customer Success and Country Manager

**Company:** [PagerDuty](https://hotfix.jobs/companies/pagerduty)
**Location:** Santiago, Chile
**Role:** Customer Success
**Experience:** 10+ years
**Skills:** Customer Success, Customer Support, Professional Services, Site Operations, General Management, Kpi Management, Churn Management, Stakeholder Management, Employee Engagement, Labor Compliance, Budget Management
**Posted:** 2026-08-24

> Leads PagerDuty’s Chilean Customer Success organization and Santiago office, overseeing post-sales teams, site operations, compliance, culture, and cross-functional alignment. Requires 10+ years of progressive leadership experience, bilingual Spanish and English proficiency, Chilean market knowledge, and a bachelor’s degree.

## Job Description

## 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.

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