Senior Principal Customer Success Manager

Pagerduty; Deutschland; Vor Ort; EUR 109.291 - 150.275; Vollzeit

Benefits dieser Stelle

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

ESPP

Retirement or pension plan

Generous paid vacation time

Paid holidays and sick leave

Dutonian Wellness Days & HibernationD

Paid parental leave: 22 weeks for孕母, 0

Zusammenfassung

PagerDuty is seeking a Senior Principal Customer Success Manager aligned with customers' key stakeholders, traveling up to 25% for in-person meetings. You will build executive-level relationships and guide adoption of PagerDuty products to deliver measurable business value.

You will proactively identify risks, craft adoption plans, and coordinate cross-functional teams to ensure renewals and expansion. The role requires 8-10 years of customer-facing experience and deep IT/DevOps understanding.

Qualifikationen

• 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 decisions.
• Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring.

Aufgaben

• Build executive-level trusted advisor relationships with customers' IT, Engineering and Support teams.
• Demonstrates PagerDuty product knowledge and aligns it with customer priorities.
• Guide customers on process, people and change management to drive adoption of real-time operations.
• Identify risks and work with sales to mitigate them and protect renewals.
• Deliver adoption paths showing current and target states with timelines.
• Communicate business value and drive cost reduction and growth for customers.
• Lead cross-functional post-sales teams to deliver a seamless customer experience.
• Prepare business reviews, trainings, webinars, demos and other strategic engagements.
• Forecast risk, renewal and expansion within the customer portfolio.

Kenntnisse

ROI models

IT enterprise architecture

DevOps

modern IT monitoring

trusted advisor

PagerDuty knowledge

Jobbeschreibung

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always‑on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.

The Senior Principal Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. The ideal candidate possesses the below qualifications and is willing to travel up to 25% of their time for in-person customer meetings. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs.

Responsibilities

• Build and foster executive-level trusted advisor relationships with the customers’ 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.

Basic Qualifications

• 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
• Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring

Preferred Qualifications

• Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
• Knowledge of PagerDuty products and platform features/capabilities
• Thrive in a collaborative fast pace environment and as a part of a results oriented team.
• Ability to drive effective and influencing conversations at the C‑level; facilitation of difficult discussions and adept at handling objections.
• Worked in a DevOps environment or with a company going through a transition to DevOps.

If you are within a 50 mile radius of the San Francisco office, it is required to come in two times per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is $124,800 - $171,600 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job‑related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

Location Restrictions

• Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
• Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
• United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming

Candidates must reside in an eligible location, which vary by role.

Benefits

Your package may include:

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty – company‑wide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non‑pregnant parent (some countries have longer leave standards and we comply with local laws)
• Paid volunteer time off: 20 hours per year
• Company‑wide hack weeks
• Mental wellness programs

Additional Information

PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [e-mail] and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.