Strategic Customer Success Manager

About the role

This position focuses on building and maintaining strong relationships with key customer stakeholders. You will guide clients in their digital transformation journey, ensuring they gain maximum value from our solutions. The goal is to foster deep partnerships and accelerate customer success.

Key facts

What you'll do

• Cultivate trusted, executive-level relationships within customer IT, Engineering, and Support departments.
• Apply practical knowledge of PagerDuty products to address customer business objectives.
• Advise customers on best practices for process, people, and change management to promote real-time operations adoption.
• Identify potential risks to customers achieving their goals and collaborate with the sales team on mitigation strategies.
• Develop and implement detailed plans for customer adoption of PagerDuty products, outlining current and future states with timelines.
• Demonstrate how PagerDuty can reduce costs and drive growth for customer businesses.
• Recommend additional expert services when beneficial for customer success.
• Communicate important updates regarding product changes, service degradations, outages, and end-of-life notices.
• Act as the customer's advocate internally, providing feedback to inform sales processes and product development.
• Coordinate internal PagerDuty teams to ensure a smooth post-sales experience for clients.
• Lead business review meetings, training sessions, webinars, and other strategic customer interactions.
• Forecast customer renewals and expansion opportunities, as well as potential risks.

Requirements

• A minimum of 12 years of experience in a client-facing role within a B2B SaaS company, with relevant industry expertise.
• Strong consulting abilities and a track record of delivering business value to customers as a trusted advisor.
• Proficiency in conducting influential conversations with C-level executives, including managing difficult discussions and objections.
• Experience in creating business value and ROI models.

Nice to have

• A solid understanding of enterprise IT architecture, DevOps principles, and modern IT monitoring practices.
• Prior experience working in a DevOps environment or with organizations undergoing a DevOps transition.

Skills & tools

• PagerDuty Products
• Business Value Modeling
• IT Enterprise Architecture
• DevOps Principles
• IT Monitoring

Practical notes

• PagerDuty offers a competitive salary, comprehensive benefits, flexible work arrangements, company equity, ESPP, retirement plans, generous paid time off, paid parental leave (22 weeks for birthing parents, 12 weeks for non-birthing parents, compliant with local laws), paid volunteer time off, company-wide hack weeks, and mental wellness programs.
• Eligibility for certain benefits may vary by role, region, and tenure.
• PagerDuty is an equal opportunity employer and is committed to providing reasonable accommodations for individuals with disabilities.
• PagerDuty uses E-Verify for employment verification.
• PagerDuty cannot employ candidates residing in specific restricted locations within Australia, Canada, and the United States. Candidates must reside in an eligible location, which varies by role.

About the company

PagerDuty, Inc. is an American cloud computing company that provides a software-as-a-service platform for incident management. The platform helps IT operations teams detect and respond to disruptions and outages. It functions as a standalone service and also integrates with existing IT systems to centralize alerting and workflow automation. The company is headquartered in San Francisco. It maintains a global presence with offices in Toronto, Atlanta, London, Lisbon, Tokyo, and Sydney. These locations support sales, engineering, and customer success functions across major technology hubs. PagerDuty serves organizations that require reliable digital operations. Its tools route alerts to the right responders based on schedules and escalation policies. The system aggregates signals from monitoring sources to reduce noise and accelerate triage. Teams use the platform to coordinate response efforts, communicate with stakeholders, and conduct post-incident reviews. The company focuses on improving the reliability of critical digital services. Its customer base spans industries that depend on continuous uptime. PagerDuty invests in platform extensibility to support a broad ecosystem of monitoring, ticketing, and collaboration tools. The goal is to help teams minimize downtime and maintain service quality through structured incident response practices.