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- Tasks: Build strong relationships with customers and guide them on their digital journey.
- Company: Join PagerDuty, a leader in digital operations management with a collaborative culture.
- Benefits: Enjoy competitive salary, generous leave, wellness programs, and equity options.
- Why this job: Make a real impact by helping businesses thrive in a digital world.
- Qualifications: 5-10 years of experience in customer success and SaaS knowledge required.
- Other info: Flexible hybrid work model with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses. Join us. At PagerDuty, you’ll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.
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.
Responsibilities- 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.
- 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.
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
- Thrive in a collaborative fast-paced 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.
Where we work: PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:
- Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
- Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
- United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.
What we offer- Company equity
- ESPP (Employee Stock Purchase Program)
- Retirement or pension plan
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days & Hibernation Duty – companywide paid days off in addition to PTO
- Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
- Paid volunteer time off: 20 hours per year
- Mental wellness programs
About PagerDuty: PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.
PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top-rated product on TrustRadius and G2.
Equal Opportunity EmployerPagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty’s Privacy Policy.
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email and we will work with you to meet your accessibility needs.
Principal Customer Success Manager in London employer: Pager
Contact Detail:
Pager Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at PagerDuty on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into PagerDuty's products and services. Show us that you understand how they can help customers succeed. Bring specific examples of how you've done this in the past!
✨Tip Number 3
Practice your storytelling skills! We want to hear about your experiences in a way that highlights your problem-solving abilities and how you’ve built relationships with clients. Make it engaging!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows us that you’re genuinely interested in the role and appreciate the opportunity.
We think you need these skills to ace Principal Customer Success Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Principal Customer Success Manager role. Highlight your experience in building relationships and driving business value, as these are key aspects of the job. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how your background makes you a great fit for our team. Don’t forget to mention any relevant SaaS experience or consulting skills.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex problems in previous roles. We love candidates who can demonstrate their ability to navigate challenges and drive results, especially in a fast-paced environment like ours.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our awesome team at PagerDuty!
How to prepare for a job interview at Pager
✨Know Your PagerDuty Stuff
Make sure you have a solid understanding of PagerDuty's products and how they can benefit customers. Familiarise yourself with the features and capabilities, and think about how you can apply them to real-world scenarios. This will help you demonstrate your hands-on knowledge during the interview.
✨Build Your Customer Success Story
Prepare examples from your past experiences where you've successfully built relationships with clients, especially at the executive level. Highlight how you’ve acted as a trusted advisor and driven business value for customers. This will show that you can replicate that success at PagerDuty.
✨Practice Your C-Level Conversations
Since you'll be engaging with high-level stakeholders, practice discussing complex topics in a clear and concise manner. Be ready to handle objections and facilitate difficult discussions. Role-playing these scenarios with a friend can help you feel more confident.
✨Show Your Problem-Solving Skills
Think of specific instances where you've identified risks or challenges for customers and how you addressed them. Be prepared to discuss your approach to risk mitigation and how you can help customers achieve their business goals using PagerDuty’s solutions.
