PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.
The 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.
Responsibilities: Build and foster executive-level trusted advisor relationships with the customer's 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.Basic Qualifications: Experienced professional with 5-10 years relevant industry expertise.Experience building business value ROI models.Working knowledge in a SaaS business model.Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring.Ability to travel to client sites as necessary.Preferred Qualifications: Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.Thrive in a collaborative fast pace environment and as a 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.This role is expected to come into our Sydney office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian!
What we offer: Comprehensive benefits package from day oneGenerous paid vacation timePaid holidays and sick leaveDutonian Wellness Days - scheduled company-wide paid days off in addition to PTOCompany equity*ESPP (Employee Stock Purchase Program)*Retirement or pension plan*Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and rechargePaid volunteer time off - 20 hours per yearMental wellness programs*Eligibility may vary by role, region, and tenure About PagerDuty: PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management.
The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation.
PagerDuty is committed to creating a diverse environment and is an equal opportunity employer.
PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.
Should you require accommodation, please email ****** and we will work with you to meet your accessibility needs.
Apply for this job* indicates a required field
First Name *
Last Name *
Email *
Phone
Resume/CV
#J-18808-Ljbffr