Principal Customer Success Manager - Remote

Overview

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.

In Short

• 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.

Requirements

• 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.

Benefits

• Competitive salary.
• Comprehensive benefits package from day one.
• Flexible work arrangements.
• Generous paid vacation time.
• Paid holidays and sick leave.
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO.
• Company 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.
• HibernationDuty - an annual company paid week off.
• Paid volunteer time off - 20 hours per year.
• Company-wide hack weeks.
• Mental wellness programs.