Senior Principal Customer Success Manager

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more.

This role is based in Southern California and requires onsite customer support. The Senior Principal Customer Success Manager will align at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. The ideal candidate is willing to travel up to 25% of their time for in-person customer meetings.

Responsibilities

• Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations.
• Demonstrate 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.

Requirements

• 8-10 years of relevant customer-facing experience and a demonstrated track record of success.
• Proficiency in developing comprehensive business value ROI models, with an ability to drive strategic decision-making and deliver tangible results.
• Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring.

Qualifications

• Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
• Knowledge of PagerDuty products and platform features/capabilities.
• Thrive in a collaborative fast-paced environment and as part of a results-oriented team.
• Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
• Worked in a DevOps environment or with a company going through a transition to DevOps.

If you are within a 50-mile radius of the San Francisco office, you are required to come in two times per week.

Pay

The base salary range for this position is $124,800 - $171,600 USD. This role may also be eligible for bonus, commission, equity, and/or benefits. The range reflects the minimum and maximum base salary we expect to pay newly hired employees for the position, based on role, level, and location. Individual pay is determined by factors including market location, job-related knowledge, skills, competencies, and experience.

Benefits

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity
• Employee Stock Purchase Program (ESPP)
• Retirement or pension plan
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & Hibernation (companywide paid days off in addition to PTO)
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (longer in some countries as per local laws)
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs