Senior Principal Customer Success Manager

🕒 May 19

🗽 New York – Remote

🗽 New York – Remote

💵 $124.8k - $171.6k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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PagerDuty

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💰 $90M Series D on 2018-09

In an always-on world, teams trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. PagerDuty is the central nervous system for a company’s digital operations. We identify issues and opportunities in real-time and bring together the right people to respond to problems faster and prevent them in the future. From digital disruptors to Fortune 500 companies, over 18,000 businesses rely on PagerDuty to help them continually improve their digital operations—so their teams can spend less time reacting to incidents and more time building for the future.Dutonians believe that we are a part of a bigger movement of businesses being built to benefit everyone—the customer and the employee, as well as our community. We are go-getters fueled by the fire to reinvent how people and companies work together. We take the lead and get creative to be first in the hearts of our customers. Whether it’s keeping the world on or changing it entirely, Dutonians are fueled by the fire to reinvent how people and companies work together to deliver in real-time, across the globe.Join us to lead uncharted efforts and reinvent how companies run.

📋 Description

• 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.

🎯 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 • In-depth expertise in SaaS business models, including a strong understanding of market trends, competitive landscapes, and customer needs • Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring

🏖️ Benefits

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