Senior Principal Customer Success Manager - Detroit

PagerDuty is a leader in Digital Operations Management, helping organizations deliver perfect digital experiences. The Senior Principal Customer Success Manager will build and foster executive-level relationships with customers, guiding them in their digital journey and ensuring the successful adoption of PagerDuty products.

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

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
• 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