Senior Principal Customer Success Manager

ABOUT THE ROLE We are seeking a Senior Principal Customer Success Manager to join our team at PagerDuty. As a leader in Digital Operations Management, we help organizations deliver a perfect digital experience to their customers, every time. This role is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. WHAT YOU'LL DO As a Senior Principal Customer Success Manager, you will be responsible for building and fostering executive-level trusted advisor relationships with customers' IT, Engineering, and Support organizations. You will demonstrate hands-on PagerDuty product knowledge by applying it to the customer's business priorities and guide customers on process, people, and change management best practices to drive adoption of real-time operations. You will also identify risks to customers achieving their stated business goals and work with the sales team to build a risk mitigation plan. Additionally, you will produce and execute a comprehensive adoption path of PagerDuty products, deliver business value and innovation to customers' businesses, and represent the voice of the customer to inform our sales process or product roadmap. WHAT YOU'LL NEED To be successful in this role, you will need 8-10 years of relevant customer-facing experience and a demonstrated track record of success. You will also need proficiency in developing comprehensive business value ROI models, with an ability to drive strategic decision-making and deliver tangible results. A strong understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring is also required. WHY REMOTE As a remote worker, you will have the flexibility to work from anywhere and be part of a collaborative and fast-paced environment. You will be required to travel up to 25% of your time for in-person customer meetings. BENEFITS The base salary range for this position is $124,800 - $171,600 USD. This role may also be eligible for bonus, commission, equity, and/or benefits. Our base salary ranges are determined by role, level, and location, and we offer a hybrid work model with offices in 8 major cities.