Matt Linebarger

Director, Professional Services

• Lead a global organization of 50+ professionals across Customer Success Engineering, Professional Services, Technical Account Management, and Program Management, with 5 manager-level direct reports.
• Own global services methodologies, offerings, processes, and delivery standards across all regions, with direct leadership of the Americas and dotted-line oversight of EMEA, APAC, and Japan.
• Own the services P&L with revenue recognition accountability across a $7M+ annual global bookings portfolio, forecasting bookings, backlog, and recognized vs. deferred revenue and partnering with Finance on rev rec policy for services SKUs.
• Increased TAM attach rates by 273% within one quarter of launching a redesigned TAM offering and service framework, partnering directly with Sales leadership on enterprise engagements.
• Own AI transformation for the global Customer Success and Professional Services organization through a dedicated AI Acceleration Hub, setting targets, ROI measurement, and portfolio tracking across the 175+ person organization and driving Claude and Gemini adoption with the team building as first-class users.
• Drive AI adoption across the services portfolio and delivery, packaging offerings around PagerDuty's AIOps and Advance (generative-AI) capabilities, deploying custom Gemini Gems to automate repeatable processes, and building AI-assisted scoping and project management now in development.
• Modernized the Professional Services SKU structure by launching a new Expert Services SKU and redefining pricing and SOW structure, giving the organization significantly more flexibility and simplicity in how services are packaged while streamlining pre-sales scoping and accelerating deal velocity.
• Led the modernization of services delivery and financial operations infrastructure, migrating from legacy Precursive tooling and spreadsheet-based project plans to Monday.com and using Claude Code to build the migration automation, centralizing time tracking, capacity planning, revenue recognition, and delivery.
• Built a Professional Services Center of Excellence to standardize delivery methodology and quality controls across regions.

Sr. Manager, Customer Success Engineering

• Built the customer success organization from the ground up as the team centralized.
• Led a globally distributed team of customer success engineers.
• Automated CSE processes using Workflow Automation, saving over 125 hours of manual work.
• Cross-trained the CSE team to become the first technical field team to support both PagerDuty Incident Management and Automation products.
• Achieved an overall score of 93% (18% higher than company average) and a management score of 100% (10% higher than company average) in the FY24 Annual Engagement Survey.
• Streamlined feature request workflows, providing workarounds for 60% of customer-submitted ideas, improving efficiency for CSMs and Product teams.

Sr. Customer Success Engineer

• Led discovery sessions with customers to assess and analyze inefficiencies in existing tooling, processes, and operations within and outside of PagerDuty.
• Consulted on the design of custom integrations using product, APIs, and best practice knowledge.
• Answered and triaged technical questions as the primary technical point of contact for customers.
• Collaborated with Customer Success Managers as the primary technical contact, supporting large-scale onboardings and general customer lifecycle initiatives.

Assistant Vice President, SRE & Cloud Engineering

• Led cloud transformation for the bank, implementing governance and security policies through an automated self-service approach.
• Introduced Infrastructure as Code using Ansible and Terraform.
• Identified and implemented cost-saving opportunities in the cloud, reducing monthly spend by 40%.
• Rolled out Site Reliability Engineering practices across multiple technologies and business teams.
• Delivered application monitoring across numerous tier 1 services, increasing reliability and visibility.

Sr. Manager, SRE & Cloud Engineering

• Implemented the organization's first Site Reliability Engineering team.
• Led cloud architecture and served as design authority for cloud migration from multiple datacenters to Microsoft Azure and AWS.
• Managed a team of developers to create Infrastructure as Code, automating all infrastructure activities using ServiceNow, Ansible, PowerShell, and Python.
• Rolled out New Relic as the enterprise monitoring solution to provide deeper insight into the organization's critical applications.

Sr. Manager, Cloud Engineering & Infrastructure Apps

• Managed and led both onshore and offshore Cloud Engineering & Infrastructure Apps teams.
• Oversaw automation and DevOps strategies through the implementation and operation of monitoring (New Relic/CloudWatch), configuration management (Chef/AWS), and version control systems (GitLab/GitHub).
• Led the DevOps and public cloud transformation of one of Vistra’s retail websites, resulting in a 75% decrease in infrastructure OpEx costs and a 200% reduction in release time.
• Reduced $3.2 million in OpEx spend by leveraging a CapEx greenfield upgrade of ServiceNow.

Sr. Architect, DevOps/Automation/Infrastructure Apps

• Developed real-time dashboards and web applications for desktop and mobile, used by executives and business units for performance monitoring and reporting.
• Built a custom application solution to automate the validation and uptime of core DevOps applications.
• Automated senior IT leadership reports and analytics through a custom-developed web portal.
• Served as lead administrator and architect of New Relic, monitoring the internal performance of critical applications across multiple business units.
• Significantly improved infrastructure monitoring quality by tuning alerts and reducing false positives.

Colorado Technical University

• Graduated Summa Cum Laude
• Concentration in Information Technology

• Professional Services Leadership
• Customer Success Strategy
• Technical Account Management
• Services P&L & Revenue Recognition
• Service Packaging, Pricing & SKU Design
• Mentorship & Coaching

• AI Strategy & Enablement
• AI-Assisted Scoping & Delivery
• AIOps
• Tools: Claude Code, OpenAI Codex, & Gemini

• Bookings & Backlog Forecasting
• Utilization & Margin Management
• SOW Structure & Pre-Sales Scoping
• Delivery Operations
• KPI Development & Tracking

• Professional Services Automation & Project Management (Jira, Smartsheet, Precursive, Monday.com)
• Site Reliability Engineering (SRE)
• Incident Management & Customer Relationship Management (PagerDuty, ServiceNow, Salesforce)
• Cloud Platforms (AWS, Azure, GCP)
• Infrastructure as Code (Terraform, Ansible)
• Monitoring & Observability (New Relic, Datadog, Prometheus)
• Python, SQL, Bash

PagerDuty

• Executive sponsor for the Latinx Employee Resource Group, supporting career development, cultural programming, and community engagement across global teams.