Sr. Principal Customer Success Manager - Toronto

PagerDuty • Toronto, ON

8d • Hybrid

About The Position

PagerDuty (NYSE:PD) is a leader in Digital Operations Management, helping organizations deliver a perfect digital experience to their customers by identifying issues and opportunities in real time and bringing 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 for Digital Transformation, Cloud Migration, and DevOps Modernization. The company is rapidly expanding its platform for Digital Operations Management using AI/ML and Automation, growing adoption across Development, IT, Customer Service, Security, and other teams. The Senior Principal Customer Success Manager builds and fosters strong relationships at the customers' key stakeholder level to help them accelerate their digital journey. This role requires a candidate with specific qualifications and a willingness to travel up to 25% for in-person customer meetings. Customer Success Managers work with diverse customers varying in market segment, size, solution complexity, and life cycle.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees