Senior Principal Customer Success Manager - Detroit

PagerDuty•Detroit, MI

11h•$112,000 - $154,900•Hybrid

About The Position

PagerDuty (NYSE:PD) is a leader in Digital Operations Management, empowering organizations to deliver perfect digital experiences by identifying issues and opportunities in real time. Over 13,000 organizations, including 60 of Fortune 100, rely on PagerDuty for Digital Transformation, Cloud Migration, and DevOps Modernization. The company is rapidly expanding its platform for Digital Operations Management using AI/ML and Automation. The Senior Principal Customer Success Manager builds and fosters strong relationships with customers' key stakeholders to accelerate their digital journey. This role involves working directly with customers that can vary in their market segment, size, solution complexity, and life cycle, depending on their needs. The ideal candidate is willing to travel up to 25% of their time for in-person customer meetings.

Requirements

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
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

Nice To Haves

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.

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.

Benefits

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 - 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