Senior Principal Customer Success Manager

About the role

In this role, you will be instrumental in forging relationships with key stakeholders within client organizations, guiding them through their digital transformation journeys. Your focus will be on understanding the distinct needs of customers across various sectors and the complexities of the solutions they require. By leveraging your expertise, you will help clients maximize the value they derive from PagerDuty's offerings.

Key facts

What you'll do

• Build and nurture trusted partnerships with leaders in IT, Engineering, and Support departments of customer organizations.
• your in-depth knowledge of PagerDuty's products to align with and support customer business objectives effectively.
• Provide strategic advice to clients on best practices related to process optimization, personnel management, and change management to improve their real-time operational capabilities.
• Proactively identify potential risks that could hinder customers from achieving their goals and collaborate with the sales team to devise effective mitigation strategies.
• Create and execute comprehensive plans for the adoption of PagerDuty products, detailing both the current state and future aspirations of the customer.
• Spot opportunities for clients to streamline costs while simultaneously driving business growth through innovative solutions.
• Suggest additional expert services that may enhance customer success and satisfaction.
• Keep clients informed about significant technical product updates, including any changes, outages, or end-of-life notifications.
• Serve as the voice of the customer within PagerDuty, influencing product development and sales strategies to better meet client needs.
• Facilitate coordination among internal teams at PagerDuty to ensure a and positive experience for customers.
• Lead business reviews, training sessions, and other strategic interactions with customers to reinforce relationships and drive value.
• Anticipate renewal and expansion opportunities within your assigned customer portfolio, ensuring ongoing engagement and satisfaction.

Requirements

• A minimum of 8 to 10 years of experience in customer-facing roles, demonstrating a strong track record of success.
• Proficiency in developing business value models and influencing strategic decision-making processes.
• A solid grasp of enterprise IT architecture, DevOps principles, and contemporary IT monitoring practices.
• Candidates must be based in Southern California and willing to travel to customer locations as needed for support.

Nice to have

• Prior consulting experience with a proven ability to deliver substantial business value to clients.
• Familiarity with the PagerDuty platform and its various features.
• Experience in a dynamic, collaborative work environment that demands adaptability.
• Strong capability to engage with C-level executives and navigate challenging discussions effectively.
• Previous involvement in a DevOps setting or with organizations undergoing DevOps transformations.

Skills & tools

• Proficient in the PagerDuty platform and its functionalities.
• Knowledgeable in IT Enterprise Architecture principles.
• Familiar with DevOps methodologies and practices.
• Experienced with IT monitoring tools and their application in real-world scenarios.

Practical notes

• This position may require travel up to 25% of the time to meet with customers.
• The role may also offer eligibility for bonuses, commissions, and equity options.
• PagerDuty participates in the E-Verify program for employment verification, ensuring compliance with federal regulations.

In this role, you will have the opportunity to make a significant impact on customer success while working in a supportive and innovative environment. Your expertise will not only help clients achieve their goals but also contribute to the overall growth and success of PagerDuty as a leading provider of digital operations management solutions. If you are about customer success and have a strong background in IT and DevOps, we invite you to apply and join our team.

About the company

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.