Sr. Principal Customer Success Manager

About the Role

Join PagerDuty as a Sr. Principal Customer Success Manager to build strong executive relationships and guide customers in accelerating their digital transformation journey.

Responsibilities

• Build and foster executive-level trusted advisor relationships with customers' IT, Engineering, and Support organizations.
• Guide customers on process, people, and change management best practices to drive adoption of real-time operations.
• Proactively identify risks to customer business goals and collaborate with sales to create mitigation plans.
• Produce and execute comprehensive adoption paths for PagerDuty products.
• Deliver business value and innovation by understanding customer opportunities for cost reduction and growth.
• Represent the voice of the customer to inform product roadmap and sales processes.
• Lead cross-functional post-sales teams to ensure a seamless customer experience.
• Prepare and facilitate business reviews, training sessions, and strategic interactions.
• Predict and forecast risk, renewal, and expansion within the customer portfolio.

Requirements

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

Nice-to-Haves

• Strong consulting skills and proven results as a trusted advisor.
• Knowledge of PagerDuty products and platform features.
• Experience working in a DevOps environment or with a company transitioning to DevOps.