Principal Customer Success Manager at PagerDuty

PagerDuty is seeking a Principal Customer Success Manager to build strong relationships with customers and accelerate their digital journey. The Customer Success Manager will work directly with customers, understanding their needs, and guiding them on process, people, and change management best practices. They will proactively identify risks, create adoption paths, and deliver business value by understanding the customer's opportunity to reduce costs and drive growth. They will lead the cross-functional post-sales team, facilitating business review meetings and training sessions.

Responsibilities:

• Build and foster executive-level trusted advisor relationships.
• Apply PagerDuty product knowledge to customer's business priorities.
• Guide customers on process, people, and change management.
• Identify risks and build mitigation plans.
• Produce and execute a comprehensive adoption path.
• Deliver business value and innovation to customers.
• Communicate technical product changes and updates.
• Represent the voice of the customer.
• Lead the cross-functional post-sales team.
• Prepare and facilitate business review meetings and training.
• Predict and forecast risk, renewal, and expansion.

Requirements:

• 5-10 years of relevant industry experience.
• Experience building business value ROI models.
• Working knowledge in a SaaS business model.
• Strong knowledge of PagerDuty product and platform features (desired).
• Strong understanding of IT enterprise architecture and DevOps principles.
• Ability to travel to client sites as necessary.

What PagerDuty Offers:

• Flexible work arrangements.
• Comprehensive benefits package from day one.
• Generous paid vacation time.
• Paid holidays and sick leave.
• Paid parental leave.
• Paid volunteer time off.
• Mental wellness programs.