Overview
PagerDuty is a global leader in digital operations management. We empower teams to detect and resolve issues in real time and drive operational resilience. The Principal Customer Success Manager role is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey.
Join us to tackle complex problems, collaborate with ambitious colleagues, and contribute to a more equitable world in a flexible, award-winning workplace.
Responsibilities
* 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 the customer on process, people and change management best practices to drive adoption of real-time operations.
* Proactively identify risks to the customer achieving their business goals and work with the sales team to develop risk 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 opportunities to reduce cost and drive growth for the customer.
* Recommend additional expert services when appropriate to drive success.
* Proactively communicate technical product changes, degradations, outages, end-of-life and other updates.
* Represent the voice of the customer to inform sales process or product roadmap.
* Lead the cross-functional post-sales team at PagerDuty to deliver a seamless customer experience.
* Prepare and facilitate business reviews, trainings, webinars, demos, and other strategic interactions.
* Forecast risk, renewal and expansion within the customer portfolio.
Basic Qualifications
* 5-10 years of relevant industry experience.
* Experience building business value ROI models.
* Working knowledge of a SaaS business model.
* Strong knowledge of PagerDuty product and platform features is highly desired.
* Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring.
* Ability to travel to client sites as necessary.
Preferred Qualifications
* Strong consulting skills and proven results as a trusted advisor to drive business value for customers.
* Thrive in a collaborative, fast-paced environment and as part of a results-oriented team.
* Ability to drive effective conversations at the C-level and facilitate difficult discussions.
* Experience in a DevOps environment or during a transition to DevOps.
What We Offer
* Competitive salary
* Comprehensive benefits package
* Flexible work arrangements
* Company equity*
* Employee Stock Purchase Program*
* Retirement or pension plan*
* Generous paid vacation time
* Paid holidays and sick leave
* Wellness days and paid days off in addition to PTO
* Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (varies by country)
* Paid volunteer time off: 20 hours per year
* Company-wide hack weeks
* Mental wellness programs
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. A generative AI assistant sits at its core to help teams detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across digital operations.
PagerDuty is Great Place to Work-certified, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.
Equal Opportunity and Accessibility
PagerDuty is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability. If you require accommodation during the application process, please email accommodation@pagerduty.com. PagerDuty is committed to providing reasonable accommodations and uses E-Verify where applicable.
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