Sr. Principal Customer Success Manager, PubSector - DC

ABOUT THE ROLE We are seeking a Senior Principal Customer Success Manager to join our team at PagerDuty, a leader in Digital Operations Management. The ideal candidate will be aligned with customers' key stakeholders, building and fostering strong relationships to help them accelerate their digital journey. This role requires up to 25% travel for in-person customer meetings. The Senior Principal Customer Success Manager will work directly with customers across various market segments, sizes, solution complexities, and life cycles, depending on the customers' needs. 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. Your key responsibilities will include: - Guiding customers on process, people, and change management best practices to drive adoption of real-time operations - Proactively identifying risks to customers achieving their stated business goals and working with the sales team to build a risk mitigation plan - Producing and executing a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline - Delivering business value and innovation to customers' businesses by understanding their opportunities to reduce costs and drive growth - Representing the voice of the customer to inform our sales process or product roadmap - Leading the cross-functional post-sales team at PagerDuty, delivering a seamless experience on behalf of the customer - Preparing and facilitating business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions - Predicting and forecasting risk, renewal, and expansion within the customer portfolio WHAT YOU'LL NEED To be successful in this role, you will need to possess the following qualifications: - 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 the Public Sector and 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 Preferred qualifications include: - 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 - Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections - Work experience in a DevOps environment or with a company going through a transition to DevOps WHY REMOTE PagerDuty operates a hybrid work model with offices in 8 major cities. While we offer flexibility within our established locations, we cannot employ candidates residing in certain restricted locations. BENEFITS The base salary range for this position is $112,000 - $154,900 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, reflecting the minimum and maximum base salary we expect to pay newly hired employees for the position.