Senior Principal Customer Success Manager

Summary

Join PagerDuty as a Senior Principal Customer Success Manager and build strong relationships with key stakeholders at our clients. You will guide customers on best practices, proactively identify risks, and develop comprehensive adoption plans for our products. This role requires 8-10 years of relevant SaaS experience, including managing public sector clients and developing business value ROI models. You will be responsible for delivering business value and innovation, representing the customer's voice, and leading cross-functional teams. The position offers a competitive salary, comprehensive benefits, flexible work arrangements, and opportunities for professional growth within a dynamic and collaborative environment.

Requirements

• 8-10 years of relevant customer-facing experience at a SaaS company and a demonstrated track record of success
• Previous experience managing Public Sector customers
• Proficiency in developing comprehensive business value ROI models, with an ability to drive strategic decision-making and deliver tangible results
• In-depth expertise in SaaS business models, including a strong understanding of market trends, competitive landscapes, and customer needs
• Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring
• Ability to travel to client sites as necessary

Responsibilities

• Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations
• Demonstrates 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 a seamless experience 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

Preferred Qualifications

• Strong consulting skills and proven results working as a trusted advisor to drive business value for customers
• Knowledge of PagerDuty products and platform features/capabilities
• Thrive in a collaborative fast pace environment and as a part of a results oriented team
• Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections
• Worked in a DevOps environment or with a company going through a transition to DevOps

Benefits

• Bonus
• Commission
• Equity
• Competitive salary
• Comprehensive benefits package from day one
• Flexible work arrangements
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
• Paid volunteer time off - 20 hours per year
• Company-wide hack weeks
• Mental wellness programs