Strategic Customer Success Manager
PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always‑on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations – including 60 of the Fortune 100 – rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.
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 a customer on process, people and change management best practices to drive customers 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, target future state with timeline.
* Deliver business value and innovation to a customer’s business by understanding the customers’ 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 seamless experiences on behalf of the customer.
* Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions.
* Predict and forecast risk, renewal and expansion within the customer portfolio.
Qualifications
* Experienced professional with 10‑15 years 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.
* Thrives in a collaborative fast‑pace environment and as part of a results‑oriented team.
* Working knowledge in a SaaS business model.
* Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.
* Good understanding of IT enterprise architecture, DevOps principles and modern IT monitoring is strongly preferred.
* Worked in a DevOps environment or with a company going through a transition to DevOps.
Location Restrictions
We cannot employ candidates residing in:
* Australia – Northern Territory, Queensland, South Australia, Tasmania, Western Australia
* Canada – Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, Newfoundland and Labrador, Quebec, Saskatchewan, Yukon
* United States – Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.
Benefits
As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country‑specific offerings, on our benefits site.
* 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 (some countries have longer leave standards and we comply with local laws)*
* Paid volunteer time off: 20 hours per year
* Company‑wide hack weeks
* Mental wellness programs
*Eligibility may vary by role, region, and tenure.
Equal Opportunity & Privacy
PagerDuty is an equal opportunity employer. PagerDuty 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. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E‑Verify employment verification program.
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