Sr. Principal Customer Success Manager - Detroit
WFA Digital Insight
The demand for skilled customer success managers in the digital operations space is on the rise, with over 13,000 organizations relying on platforms like PagerDuty for their digital transformation needs. As remote work continues to shape the job market, professionals with a strong background in SaaS, IT, and DevOps are in high demand. With its expanding platform, PagerDuty offers a unique opportunity for customer success managers to drive business growth and innovation. Candidates should be prepared to showcase their expertise in developing comprehensive business value ROI models and navigating complex IT enterprise architectures.
Job Description
About the Role
The Senior Principal Customer Success Manager at PagerDuty plays a critical role in driving the company's mission to deliver a perfect digital experience to customers. As a key stakeholder-level professional, you will build and foster strong relationships with customers, helping them accelerate their digital journey. You will work directly with customers across various market segments, sizes, solution complexities, and lifecycle stages, tailoring your approach to meet their unique needs.The ideal candidate will possess a deep understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring. They will be able to demonstrate hands-on product knowledge, applying it to the customer's business priorities. With a strong background in SaaS business models, the candidate will be able to drive strategic decision-making and deliver tangible results.
As a trusted advisor, you will guide customers on process, people, and change management best practices, driving the adoption of real-time operations. You will proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
What You Will Do
- Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering, and Support organizations
- Demonstrate 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
What We Are Looking For
- 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
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
- Ability to thrive in a collaborative, fast-paced environment and as part of a results-oriented team
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers
Nice to Have
- Knowledge of PagerDuty products and platform features/capabilities
- Experience working with IT, Engineering, and Support organizations
- Familiarity with DevOps principles and modern IT monitoring
- Certification in a related field, such as ITIL or Agile
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading digital operations management platform
- Collaborative, fast-paced work environment
- Professional development and growth opportunities
- Flexible remote work arrangements
- Access to the latest tools and technologies
- Recognition and reward for outstanding performance
How to Stand Out
- Develop a strong understanding of SaaS business models and IT enterprise architecture to stand out in the application process
- Showcase your ability to drive strategic decision-making and deliver tangible results through comprehensive business value ROI models
- Highlight your experience working with IT, Engineering, and Support organizations to demonstrate your ability to build strong relationships with customers
- Be prepared to discuss your approach to process, people, and change management best practices in driving the adoption of real-time operations
- Emphasize your ability to proactively identify risks and work with sales teams to build risk mitigation plans
- Demonstrate your knowledge of DevOps principles and modern IT monitoring to showcase your technical expertise
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.