Sr. Principal Customer Success Manager - Minnesota
WFA Digital Insight
The demand for skilled customer success managers in the digital operations management space is on the rise, with over 13,000 organizations relying on platforms like PagerDuty for their digital transformation. As companies continue to navigate the complexities of remote work, the need for professionals with expertise in IT, DevOps, and cloud migration has grown significantly. With the market expected to continue its rapid expansion, candidates with a strong background in customer-facing roles and a deep understanding of digital operations are in high demand. Before applying, candidates should be prepared to highlight their ability to drive strategic decision-making and deliver tangible results in a fast-paced environment.
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 its customers. As a key stakeholder-level expert, this professional will build and foster strong relationships with customers, helping them accelerate their digital journey. The ideal candidate will have a deep understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring, as well as excellent consulting skills and the ability to drive business value for customers.The day-to-day responsibilities of this role will involve working closely with customers to understand their business priorities and applying PagerDuty product knowledge to drive adoption and deliver tangible results. The Senior Principal Customer Success Manager will also be responsible for identifying risks to customer success and working with the sales team to build risk mitigation plans.
As a trusted advisor to customers, this professional will have the opportunity to work with a wide range of organizations, from small startups to large enterprises, and will be expected to thrive in a collaborative, fast-paced environment.
What You Will Do
- Build and foster executive-level trusted advisor relationships with customers' IT, engineering, and support organizations
- Demonstrate hands-on PagerDuty product knowledge and apply it to customers' business priorities
- Guide customers on process, people, and change management best practices to drive adoption of real-time operations
- Proactively identify risks to customer success and work with the sales team to build risk mitigation plans
- Produce and execute comprehensive adoption paths for PagerDuty products, showing current and future states with timelines
- Deliver business value and innovation to customers by understanding their opportunities to reduce costs and drive growth
- Communicate technical product changes, degradations, outages, end-of-life, and other relevant updates to customers
- Represent the voice of the customer to inform sales processes or product roadmaps
- Lead cross-functional post-sales teams at PagerDuty to deliver seamless customer experiences
- Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic interactions
- Predict and forecast risk, renewal, and expansion within customer portfolios
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 and driving strategic decision-making
- Strong understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring
- Excellent consulting skills and proven results working as a trusted advisor to drive business value for customers
- Ability to thrive in a collaborative, fast-paced environment and as part of a results-oriented team
- Strong understanding of cloud migration and digital transformation
- Experience working with a wide range of organizations, from small startups to large enterprises
Nice to Have
- Knowledge of PagerDuty products and platform features/capabilities
- Experience working in a DevOps environment or with a company undergoing a transition to DevOps
- Ability to drive effective and influential conversations at the C-level and facilitate difficult discussions
- Experience with IT service management and digital operations management
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a wide range of organizations and drive business value for customers
- Collaborative, fast-paced environment with a results-oriented team
- Professional development opportunities and access to cutting-edge technology
- Flexible remote work arrangements and stipend for home office setup
- Comprehensive health insurance and retirement savings plan
- Generous paid time off and holiday schedule
How to Stand Out
- Develop a strong understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring to stand out as a candidate.
- Highlight your ability to drive strategic decision-making and deliver tangible results in a fast-paced environment.
- Be prepared to provide specific examples of times when you have driven business value for customers and applied product knowledge to real-world problems.
- Familiarize yourself with PagerDuty products and platform features/capabilities to demonstrate your expertise.
- Consider creating a portfolio that showcases your experience working with a wide range of organizations and driving customer success.
- Be prepared to discuss your experience with cloud migration and digital transformation, and how you have helped customers navigate these complex processes.
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