Sr. Principal Customer Success Manager

About the Role

As a Senior Principal Customer Success Manager, you will serve as a strategic partner to our enterprise clients, guiding them through their digital transformation journeys and ensuring they maximize the value of our platform. This is an exciting opportunity to act as a trusted advisor to executive stakeholders, driving adoption and 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 that align PagerDuty solutions with the customer's specific business goals.
• Proactively identify risks to customer success and collaborate with internal teams to implement effective mitigation plans.
• Represent the voice of the customer to influence product roadmaps and internal sales strategies.
• Facilitate business reviews, training sessions, and strategic workshops to demonstrate ongoing ROI and innovation.

Requirements

• 8-10 years of experience in customer-facing roles with a proven track record of managing complex enterprise accounts.
• Deep expertise in SaaS business models, DevOps principles, and modern IT enterprise architecture.
• Strong proficiency in developing business value ROI models and driving strategic decision-making.
• Exceptional communication skills with the ability to influence C-level stakeholders and handle complex negotiations.

Nice-to-Haves

• Prior experience working in a DevOps-focused environment or supporting organizations through digital transformation.
• Familiarity with PagerDuty platform features and capabilities.
• Proven ability to lead cross-functional teams in a fast-paced, collaborative environment.