Principal Customer Success Manager at PagerDuty

PagerDuty is seeking a Principal Customer Success Manager to build strong relationships with customers and help them accelerate their digital journey. The Customer Success Manager will work directly with customers of varying sizes and complexities.

Responsibilities:

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

Requirements:

• 5-10 years of relevant industry expertise.
• Experience building business value ROI models.
• Working knowledge of a SaaS business model.
• Strong knowledge of PagerDuty products.
• Understanding of IT enterprise architecture and DevOps principles.
• Ability to travel to client sites.

What PagerDuty Offers:

• Flexible work arrangements in a hybrid workplace.
• Competitive salary.
• Comprehensive benefits package.
• Company equity.
• Employee Stock Purchase Program.
• Generous paid vacation time.
• Paid holidays and sick leave.
• Paid parental leave.
• Paid volunteer time off.
• Mental wellness programs.