Senior Principal Customer Success Manager

About the Role

As a Senior Principal Customer Success Manager, you will serve as a strategic partner to our enterprise customers, helping them accelerate their digital transformation and maximize the value of the PagerDuty platform. This is an exciting opportunity to influence executive-level stakeholders and drive long-term success in a fast-paced, innovative environment.

Responsibilities

• Build and foster executive-level trusted advisor relationships with IT, Engineering, and Support leadership.
• Develop and execute comprehensive adoption paths to help customers achieve their business goals.
• Proactively identify risks and collaborate with sales teams to implement effective mitigation strategies.
• Lead cross-functional post-sales teams to ensure a seamless and high-value customer experience.
• Facilitate strategic business reviews, training sessions, and product roadmap discussions to drive innovation.

Requirements

• 8-10 years of relevant customer-facing experience with a proven track record of success.
• Strong understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring.
• Proficiency in developing business value ROI models to drive strategic decision-making.
• Ability to influence and facilitate high-level conversations at the C-suite level.

Nice-to-Haves

• Prior experience working in a DevOps environment or supporting organizations through DevOps transitions.
• Deep knowledge of PagerDuty platform features and capabilities.
• Strong consulting background with a focus on change management best practices.