Strategic Customer Success Manager

Rozgoo; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

PagerDuty seeks a Strategic Customer Success Manager to partner with customer executives and senior stakeholders, aligning IT, engineering, and support priorities with PagerDuty solutions.

You will lead cross-functional post-sales efforts, guiding adoption, delivering measurable business value, and forecasting risks, renewals, and expansions across a diverse customer portfolio.

Qualifications

• At least 12 years of experience in a dynamic, customer-facing role within a B2B SaaS organization.
• Strong consulting skills and proven results as a trusted advisor to drive business value.
• Ability to drive effective conversations at the C-level and handle objections.
• Experience building Business value ROI models.

Responsibilities

• Build executive-level trusted advisor relationships with the customer’s IT, Engineering and Support organizations.
• Demonstrate PagerDuty product knowledge by applying it to the customer’s priorities.
• Guide adoption of real-time operations through change management best practices and processes.
• Proactively identify risks and collaborate with the sales team to mitigate them.
• Develop and execute a comprehensive adoption path with timelines and milestones.
• Deliver business value by understanding opportunities to reduce costs and drive growth.
• Lead cross-functional post-sales teams to ensure a seamless customer experience.
• Prepare and facilitate business reviews, training, and strategic interactions.
• Forecast risk, renewal and expansion within the customer portfolio.

Skills

B2B SaaS experience

Trusted advisor

C-level conversations

ROI modeling

Job description

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 Strategic Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. 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 customer’s 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:

• Experienced professional with at least 12 years of relevant industry expertise in dynamic, customer-facing role within a B2B SaaS organization
• 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 difficult discussions and adept at handling objections.
• Experience building Business value ROI models

Preferred Qualifications:

• Solid understanding of IT enterprise architecture, Devops principles and modern IT monitoring is strongly preferred.
• Experience working in a DevOps environment or with a company going through a transition to DevOps.

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot