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Principal Customer Success Manager

PagerDutyLondon
On-site Full-time

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Experience Level

Manager

Qualifications

Key Responsibilities:Establish and nurture trusted advisor relationships with the customer’s IT, Engineering, and Support teams. Exhibit comprehensive PagerDuty Product knowledge to align with the customer’s business objectives. Advise customers on best practices for process, people, and change management to facilitate the adoption of real-time operations. Identify potential risks to customer success and collaborate with the sales team to develop mitigation strategies. Design and implement a detailed adoption plan for PagerDuty products, outlining current and future states with timelines. Deliver substantial business value by identifying opportunities for cost reduction and growth. Recommend additional expert services as necessary to ensure customer success. Communicate proactively about technical product updates, including changes, outages, and lifecycle information. Advocate for the customer’s voice within our sales process and product development roadmap. Lead the post-sales cross-functional team at PagerDuty to ensure a seamless customer experience. Facilitate business reviews, training sessions, webinars, demos, and other strategic engagements.

About the job

At PagerDuty (NYSE: PD), we are at the forefront of Digital Operations Management, empowering organizations of all sizes to provide flawless digital experiences to their customers. Our platform is trusted by over 13,000 companies, including 60% of the Fortune 100, to navigate Digital Transformation, Cloud Migration, and DevOps Modernization. Prominent clients such as GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, and Lululemon rely on us. As we rapidly expand our capabilities in AI/ML and Automation, we are enhancing our adoption among Development, IT, Customer Service, Security, and various other teams.

The Principal Customer Success Manager plays a pivotal role in engaging with key stakeholders to cultivate strong relationships, ultimately accelerating our customers' digital transformation journeys. This role involves working directly with customers of diverse market segments, sizes, and complexities, tailoring our solutions to meet their unique needs.

About PagerDuty

PagerDuty is a prominent leader in Digital Operations Management, committed to helping organizations optimize their operations and deliver exceptional customer experiences. Trusted by thousands of businesses globally, we leverage cutting-edge technology to enable our clients to stay ahead in a fast-paced digital landscape.

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