Senior Principal Customer Success Manager

Join PagerDuty, a leader in Digital Operations Management, and play a critical role in helping organizations deliver exceptional digital experiences. We support over 13,000 customers, including 60 of the Fortune 100, in their journeys towards Digital Transformation, Cloud Migration, and DevOps Modernization. We're rapidly expanding our platform usage incorporating AI/ML and Automation across various teams.

The Senior Principal Customer Success Manager will build and cultivate strong executive-level relationships within customer organizations, assisting them in navigating their digital journeys effectively. We seek an enthusiastic candidate willing to engage with clients directly, ensuring they maximize the value of our solutions and supporting their unique needs.

Key Responsibilities

• Establish and nurture trusted advisor relationships with customer IT, Engineering, and Support teams.
• Apply in-depth PagerDuty product knowledge to align with customers' business priorities.
• Guide customers on best practices in process, people, and change management, promoting real-time operations adoption.
• Proactively identify risks to customers' objectives, collaborating with the sales team on risk mitigation strategies.
• Develop and execute a detailed adoption plan of PagerDuty products, showcasing current and target states.
• Deliver innovative solutions that drive cost reduction and growth for customers.
• Recommend additional services to enhance success when appropriate.
• Communicate important technical updates such as product changes, outages, and timelines effectively.
• Represent customer feedback to influence sales strategies and product development.
• Lead a cross-functional team to provide a seamless post-sales experience for customers.
• Conduct business review meetings, training sessions, and webinars to engage customers strategically.
• Anticipate and manage risks within customer portfolios, focusing on renewals and expansions.

Basic Qualifications

• 8-10 years of relevant experience in customer-facing roles with a proven track record of success.
• Proficiency in creating comprehensive ROI models that drive strategic decisions and deliver results.
• Strong understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring.

Preferred Qualifications

• Exceptional consulting skills with a history of driving business value for clients.
• Familiarity with PagerDuty products and platform capabilities.
• A collaborative, fast-paced approach as part of a results-driven team.
• Experience influencing C-level discussions and adeptly managing objections.
• Experience within a DevOps environment or with organizations transitioning to DevOps.

The compensation for this role ranges from $112,000 to $154,900, with additional opportunities for bonuses, commissions, equity, and benefits. This hybrid role allows for some flexibility regarding in-office presence, promoting a supportive work culture.

What We Offer

• Competitive salary and comprehensive benefits package.
• Flexible work arrangements to support work-life balance.
• Company equity and participation in an Employee Stock Purchase Program.
• Generous paid vacation and wellness days to recharge.
• Paid parental leave and volunteer time off.
• Access to mental wellness programs and other employee benefits.

PagerDuty is committed to providing an equitable environment for all employees. We encourage applications from every talented individual, regardless of their background.