Principal Customer Success Manager, PagerDuty
2+ days a week in office
Digital operations management platform
Open for applications
Digital operations management platform
1001+ employees
Open for applications
2+ days a week in office
1001+ employees
Company mission
To revolutionize operations and build customer trust by anticipating the unexpected in an unpredictable world.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- The 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 are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs
- 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
Salary benchmarks
Our take
PagerDuty helps businesses monitor their tech stacks, manage incidents and alert engineers when things go wrong. Serving more than 10,500 enterprises including customers like GE, Capital One, IBM and Spotify, the company has become a key player in the space.
While it’s best known for its alerting capabilities, PagerDuty has expanded well beyond that over the years, though it’s still a core part of its service. For example, the company released AIOps services that aim to help businesses reduce the amount of noisy and unnecessary alerts. All-in-all, PagerDuty has become an essential product for DevOps teams, which has greatly contributed to its success.
In 2022, the company was recognized in the Regional and Global AWS Partner Awards as playing a key role in driving innovation and building solutions for the space. Off the back of post-IPO funding, it has continued to release new features and update its core products, towards proving cutting-edge services into the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Sep 2018
$90m
SERIES D
Apr 2017
$43.8m
SERIES C
Total funding: $173.8m
Company benefits
- 20 hours per year of paid volunteer time
- Health insurance
- Wellness Days and mid-year Wellness Week: extra time off for whole company to unplug and recharge at the same time
- Generous paid parental leave and return to work policy to help with transition back
- Generous paid time off
- Hands-on career and leadership development programs
- Flexible workplace/WFH
Company HQ
SoMa, San Francisco, CA
Leadership
Alex Solomon
(GM (Platform))Previously an Engineer at Amazon. Was also CEO at PagerDuty for 10 years
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