PagerDuty is looking for a Principal Customer Success Manager to build and foster strong executive relationships, helping customers accelerate their digital journeys. You will work directly with customers of varying market segments and sizes, applying your hands-on product knowledge to their key business priorities.
What You'll Do
- Build and foster executive-level trusted advisor relationships with the customer’s IT, Engineering and Support organizations.
- Demonstrate hands-on PagerDuty product knowledge by applying it to the customer's business priorities.
- Guide customers on process, people and change management best practices to drive adoption of real-time operations.
- Proactively identify risks to customers achieving their business goals and work with sales to build mitigation plans.
- Produce and execute a comprehensive adoption path for PagerDuty products, showing current state and target future state with timeline.
- Deliver business value and innovation by understanding customers’ opportunities to reduce costs and drive growth.
- When appropriate, recommend additional expert services needed to drive success.
- Proactively communicate technical product changes, degradations, outages, end of life, and other relevant updates.
- Represent the voice of the customer to inform our sales process and product roadmap.
- Lead the cross-functional post-sales team at PagerDuty, delivering a seamless customer experience.
- Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic interactions.
- Predict and forecast risk, renewal, and expansion within your customer portfolio.
What We're Looking For
- 5-10 years of relevant industry expertise.
- Experience building business value ROI models.
- Working knowledge of a SaaS business model.
- Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.
- Strong understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring.
- Ability to travel to client sites as necessary.
Nice to Have
- Strong consulting skills and proven results working as a trusted advisor to drive business value.
- Thrive in a collaborative, fast-paced environment as part of a results-oriented team.
- Ability to drive effective and influencing conversations at the C-level, facilitate difficult discussions, and handle objections adeptly.
- Experience working in a DevOps environment or with a company transitioning to DevOps.
Benefits & Compensation
- Competitive salary
- Comprehensive benefits package
- Flexible work arrangements
- Company equity
- ESPP (Employee Stock Purchase Program)
- Retirement or pension plan
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days & HibernationDuty – company-wide paid days off in addition to PTO
- Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (local laws apply)
- Paid volunteer time off: 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
Work Mode
This is a hybrid position based in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, or Toronto.
PagerDuty is an equal opportunity employer.
