Principal Customer Success Manager

PagerDuty is seeking a Principal Customer Success Manager to build executive-level relationships and guide customers through their digital transformation journey. This role involves working with Fortune 500 companies to drive adoption of PagerDuty's AI-powered digital operations platform, delivering business value through strategic consulting and cross-functional collaboration.

• Have 5-10 years relevant industry expertise. • Demonstrate experience building business value ROI models. • Show working knowledge in SaaS business model. • Possess strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring. • Exhibit ability to travel to client sites as necessary.

• Show strong consulting skills and proven results working as trusted advisor to drive business value for customers. • Demonstrate ability to thrive in collaborative fast-paced environment as part of results-oriented team. • Exhibit ability to drive effective and influencing conversations at C-level with facilitation of difficult discussions and handling objections. • Display experience working in DevOps environment or with company transitioning to DevOps. • Possess strong knowledge of PagerDuty product and platform features and capabilities.

• Build and foster executive-level trusted advisor relationships with customer's IT, Engineering and Support organizations. • Apply hands-on PagerDuty product knowledge to customer's business priorities. • Guide customers on process, people and change management best practices to drive adoption of real-time operations. • Proactively identify risks to customer achieving stated business goals and work with sales team to build risk mitigation plan. • Produce and execute comprehensive adoption path of PagerDuty products, showing current state and target future state with timeline. • Deliver business value and innovation by understanding customer's opportunity to reduce cost and drive growth. • Recommend additional expert services when appropriate to drive success. • Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates. • Represent voice of customer to inform sales process and product roadmap. • Lead cross-functional post-sales team at PagerDuty, delivering seamless customer experience. • Prepare and facilitate business review meetings, training sessions, webinars, demos and other strategic interactions. • Predict and forecast risk, renewal and expansion within customer portfolio.

• Receive competitive salary aligned with industry standards and local regulations. • Access comprehensive benefits package. • Enjoy flexible work arrangements in hybrid model. • Receive company equity (eligibility varies by role, region and tenure). • Participate in ESPP Employee Stock Purchase Program (eligibility varies). • Access retirement or pension plan (eligibility varies). • Take generous paid vacation time with paid holidays and sick leave. • Benefit from Dutonian Wellness Days and 'HibernationDuty' companywide paid days off in addition to PTO. • Receive paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent. • Use paid volunteer time off: 20 hours per year. • Participate in company-wide hack weeks. • Access mental wellness programs.

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses. PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, and a Fortune Best Workplace in Technology.