Strategic Customer Success Manager, PagerDuty

Strategic Customer Success Manager

PagerDuty

Location:

United States, San Francisco

Category:

Customer Service

Contract Type:

Employment contract

Salary:

127000.00 - 195000.00 USD / Year

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Job Description:

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.

Job Responsibility:

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

Requirements:

Experienced professional with at least 12-15 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

Nice to have:

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

What we offer:

Competitive salary
Comprehensive benefits package from day one
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 - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
Paid volunteer time off: 20 hours per year
Company-wide hack weeks
Mental wellness programs

Additional Information:

Job Posted:

March 25, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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