Senior Principal Customer Success Manager

• The Senior Principal Customer Success Manager is aligned at the customers’ key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey • Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs • Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations • Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer’s business priorities • Guide a customer on process, people and change management best practices to drive customers adoption of real time operations • Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan • Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline • Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth • When appropriate, recommend additional expert services needed to drive success • Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates • Represent the voice of the customer to inform our sales process or product roadmap • Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer • Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions • Predict and forecast risk, renewal and expansion within the customer portfolio Benefits • 20 hours per year of paid volunteer time • Health insurance • Wellness Days and mid-year Wellness Week: extra time off for whole company to unplug and recharge at the same time • Generous paid parental leave and return to work policy to help with transition back • Generous paid time off • Flexible workplace/WFH • Hands-on career and leadership development programs

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