OverviewPagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.

Join us. At PagerDuty, you''ll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

RoleThe Principal 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 work directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer\''s needs.

Responsibilities

Build and foster executive-level trusted advisor relationships with the customer’s 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 customer 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 customer\''s 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 5-10 years relevant industry expertise.

Experience building business value ROI models.

Working knowledge in a SaaS business model.

Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.

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

Ability to travel to client sites as necessary

Preferred Qualifications

Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.

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.

Hesitant to apply?We encourage you to submit your resume even if you don\''t meet every requirement. We value potential and consider each candidate\''s full professional story. Whether you\''re exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn\''t the right role or time - sign up for job alerts!

Where we workPagerDuty 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 employ candidates residing in:

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.

How we workOur values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

What we offerAs a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

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 and HibernationDuty - companywide 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

*Eligibility may vary by role, region, and tenure

About PagerDutyPagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.

PagerDuty is Great Place to Work-certified, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional InformationPagerDuty 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 accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.

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