Sr. Principal Customer Success Manager - NYC

About the Role

The ideal candidate will have a strong background in customer-facing roles, with a proven track record of success in driving business value for customers. They will be well-versed in SaaS business models, IT enterprise architecture, and DevOps principles, with the ability to communicate complex technical concepts to both technical and non-technical stakeholders.

PagerDuty is a leader in digital operations management, with a platform that uses AI/ML and automation to help organizations deliver a perfect digital experience to their customers. The company is expanding rapidly, with a growing adoption of its platform across various teams, including development, IT, customer service, security, and more.

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 customers 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 customers' businesses by understanding their opportunities to reduce cost and drive growth.
• 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 sales processes or product roadmaps.
• 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.

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 the 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.
• Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
• Ability to drive effective and influencing conversations at the C-level.
• Facilitation of strategic and supportive interactions with customers.

Nice to Have

• Knowledge of PagerDuty products and platform features/capabilities.
• Experience working in a fast-paced, collaborative environment as part of a results-oriented team.
• Ability to thrive in a rapidly changing environment, with a strong focus on innovation and customer satisfaction.
• Certification in relevant areas, such as ITIL or Agile methodologies.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a leader in digital operations management.
• Collaborative, fast-paced environment with a strong focus on innovation and customer satisfaction.
• Professional development opportunities, including training and certification programs.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and tools.
• Recognition and reward programs for outstanding performance.

• Develop a strong understanding of SaaS business models and IT enterprise architecture to stand out in this role.
• Be prepared to communicate complex technical concepts to both technical and non-technical stakeholders.
• Highlight your experience in driving business value for customers through comprehensive ROI models and strategic decision-making.
• Showcase your ability to build strong relationships with customers and internal stakeholders through excellent communication and interpersonal skills.
• Research PagerDuty's products and platform features/capabilities to demonstrate your knowledge and enthusiasm for the company's mission.
• Be prepared to discuss your experience working in fast-paced, collaborative environments and your ability to thrive in a rapidly changing environment.