PagerDuty is hiring a Strategic Customer Success Manager to build and foster strong relationships at the key stakeholder level. In this role, you will help customers accelerate their digital journey by applying your expertise directly to their 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 a customer on process, people and change management best practices to drive customer adoption of real time operations.
- Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
- Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state and target future state with timeline.
- Deliver business value and innovation by understanding the customer’s opportunity to reduce cost 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 or product roadmap.
- Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer.
- Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic interactions.
- Predict and forecast risk, renewal and expansion within the customer portfolio.
What We're Looking For
- An experienced professional with 10-15 years of relevant industry expertise.
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
- Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
- Experience building Business value ROI models.
- Thrive in a collaborative fast pace environment and as a part of a results oriented team.
- Working knowledge in a SaaS business model.
- Worked in a DevOps environment or with a company going through a transition to DevOps.
Nice to Have
- Strong knowledge of PagerDuty product and platform features and capabilities.
- Good understanding of IT enterprise architecture, DevOps principles and modern IT monitoring.
Benefits & Compensation
- Salary range: $132,000.00 - $182,200.00 USD (80/20) + equity.
- Comprehensive benefits package.
- Flexible work arrangements.
- Company equity and ESPP (Employee Stock Purchase Program).
- Retirement or pension plan.
- Generous paid vacation time, paid holidays, and sick leave.
- Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO.
- Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent.
- Paid volunteer time off: 20 hours per year.
- Company-wide hack weeks.
- Mental wellness programs.
Work Mode
This is a hybrid position open to candidates in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto.
PagerDuty is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.
