Senior Principal Customer Success Manager
Top Benefits
About the role
Who you are
- 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
- We encourage you to submit your resume even if you don't meet every requirement
What the job involves
- The Senior 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 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
- 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
Not the right fit? Search for Principal Customer Success Manager jobs in Toronto
About PagerDuty
In an always-on world, teams trust PagerDuty to help them deliver an optimal digital experience to their customers, every time. PagerDuty is the central nervous system for a company’s digital operations. We identify issues and opportunities in real-time and bring together the right people to respond to problems faster and prevent them in the future. From digital disruptors to Fortune 500 companies, over 18,000 businesses rely on PagerDuty to help them continually improve their digital operations—so their teams can spend less time reacting to incidents and more time building for the future.
Dutonians believe that we are a part of a bigger movement of businesses being built to benefit everyone—the customer and the employee, as well as our community. We are go-getters fueled by the fire to reinvent how people and companies work together. We take the lead and get creative to be first in the hearts of our customers. Whether it’s keeping the world on or changing it entirely, Dutonians are fueled by the fire to reinvent how people and companies work together to deliver in real-time, across the globe.
Join us to lead uncharted efforts and reinvent how companies run.
Similar Jobs
Senior Principal Customer Success Manager
Top Benefits
About the role
Who you are
- 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
- We encourage you to submit your resume even if you don't meet every requirement
What the job involves
- The Senior 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 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
- 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
Not the right fit? Search for Principal Customer Success Manager jobs in Toronto
About PagerDuty
In an always-on world, teams trust PagerDuty to help them deliver an optimal digital experience to their customers, every time. PagerDuty is the central nervous system for a company’s digital operations. We identify issues and opportunities in real-time and bring together the right people to respond to problems faster and prevent them in the future. From digital disruptors to Fortune 500 companies, over 18,000 businesses rely on PagerDuty to help them continually improve their digital operations—so their teams can spend less time reacting to incidents and more time building for the future.
Dutonians believe that we are a part of a bigger movement of businesses being built to benefit everyone—the customer and the employee, as well as our community. We are go-getters fueled by the fire to reinvent how people and companies work together. We take the lead and get creative to be first in the hearts of our customers. Whether it’s keeping the world on or changing it entirely, Dutonians are fueled by the fire to reinvent how people and companies work together to deliver in real-time, across the globe.
Join us to lead uncharted efforts and reinvent how companies run.