Erin Dickey

About Erin Dickey

I help SaaS companies protect and grow revenue by building deep customer relationships that drive adoption, prevent churn, and unlock expansion opportunities.Currently, I\'m the sole Customer Success Manager for PagerDuty\'s entire public sector vertical—managing 72 strategic accounts representing $16M in ARR. I achieved a 101% renewal rate while scaling my portfolio from 44 to 72 accounts, proving I can maintain quality relationships even during rapid growth.WHAT I DO BEST:Build Executive Relationships: I work across all levels—from C-suite to individual contributors—becoming a trusted advisor and extension of customer teams. My customers describe me as \"resourceful\" and know I follow through with intention.Drive Revenue Growth: I identify upsell opportunities by analyzing deployment patterns, monitoring engagement metrics, and aligning solutions with customer business objectives. I don\'t just manage renewals—I actively grow accounts.Solve Problems Fast: When issues arise, I quickly mobilize the right cross-functional resources (Engineering, Product, Sales) to deliver solutions efficiently. I know exactly who to loop in and how to get things done.Scale Customer Success: I\'ve built playbooks, training programs, and engagement strategies that get adopted company-wide. I mentor other CSMs on renewal best practices and executive stakeholder management.CAREER HIGHLIGHTS:• $30M+ in cumulative ARR managed across 4+ years in Customer Success• Consistently exceed renewal targets: 92-101% achievement rate• Increased product adoption by 40% and reduced churn by 25% at previous role• Designed retention strategies that exceeded benchmarks by 50%($3M+ retained ARR)• Trusted advisor to Fortune 500 executives and government agencies including Texas Health & Human Services, General Dynamics IT, and Dallas CountyTECHNICAL STACK:Salesforce • Gainsight • ChurnZero • HubSpot • Zendesk • PagerDuty • Tableau • Google AnalyticsINDUSTRIES I\'VE SERVED:Public Sector/Government • Marketing Tech • HR Tech • Incident Management • Real EstateI\'m passionate about Customer Success as a strategic function—not just account management, but true partnership that drives mutual value. If you\'re looking for someone who can scale with your business, build lasting relationships, and consistently deliver results, let\'s connect.

Experience

1. Strategic Portfolio Customer Success Manager- Public Sector

   PagerDuty

   Aug 2024 — Present · Atlanta, GA, US

   Sole CSM for PagerDuty\'s entire public sector vertical, managing 72 strategic accounts ($16M ARR) across government agencies, educational institutions, and public sector organizations.Key Achievements:• Achieved 101% renewal rate while scaling portfolio from 44 to 72 accounts• Drive account expansion by identifying upsell opportunities aligned with customer strategic initiatives• Build executive relationships with C-suite leaders at Fortune 500 companies and government agencies• Lead EBRs/QBRs that demonstrate ROI and strengthen executive sponsorship• Develop vertical-specific playbooks and webinars that drive adoption across customer base• Rapidly mobilize cross-functional teams (Engineering, Product, Sales) to resolve complex issues