Principal Customer Success Manager

<div class="content-intro"><p>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. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization,</p></div><p>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.</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Build and foster executive-level trusted advisor relationships with the customer’s IT, Engineering and Support organizations.</li> <li>Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities.</li> <li>Guide a customer on process, people and change management best practices to drive customers adoption of real time operations.</li> <li>Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.</li> <li>Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline.</li> <li>Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth.</li> <li>When appropriate, recommend additional expert services needed to drive success.</li> <li>Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.</li> <li>Represent the voice of the customer to inform our sales process or product roadmap.</li> <li>Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer.</li> <li>Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions.</li> <li>Predict and forecast risk, renewal and expansion within the customer portfolio.</li> </ul> <p> </p> <p><strong>Basic Qualifications:</strong></p> <ul> <li>Experienced professional with 5-10 years relevant industry expertise.</li> <li>Experience building business value ROI models.</li> <li>Working knowledge in a SaaS business model.</li> <li>Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.</li> <li>Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring </li> <li>Ability to travel to client sites as necessary</li> </ul> <p><strong>Preferred Qualifications:</strong></p> <ul> <li>Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.</li> <li>Thrive in a collaborative fast pace environment and as a part of a results oriented team.</li> <li>Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.</li> <li>Worked in a DevOps environment or with a company going through a transition to DevOps.</li> </ul><div class="content-conclusion"><p><strong>Hesitant to apply?</strong></p> <p>We encourage you to submit your resume ... (truncated, view full listing at source)