Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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 vacation, wellness days, and remote work flexibility.
- Why this job: Make a real impact by helping businesses thrive in the digital age.
- Qualifications: 5-10 years of experience in customer success and SaaS knowledge required.
- Other info: 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.
We encourage you to submit your resume even if you don’t meet every requirement. We value potential and consider each candidate’s full professional story. Whether you’re exploring a career change or taking your next step, we look forward to reviewing your application.
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
Eligibility may vary by role, region, and tenure.
PagerDuty 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 accommodation@pagerduty.com and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.
Principal Customer Success Manager employer: Pager
Contact Detail:
Pager Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at PagerDuty on LinkedIn. Ask them about their experiences and any tips they might have for landing the Principal Customer Success Manager role. Personal connections can give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by diving deep into PagerDuty's products and services. Understand how they help businesses thrive in real-time operations. This knowledge will not only impress your interviewers but also show that you're genuinely interested in helping customers succeed.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've built relationships with clients and driven business value in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. Mention something specific from your conversation to remind them of your fit for the role. And remember, we encourage you to apply through our website for the best chance at success!
We think you need these skills to ace Principal Customer Success Manager
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 executive-level relationships and your knowledge of SaaS business models. 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 about your passion for customer success and how you’ve driven business value in previous roles. Be genuine and let your personality come through—this is your opportunity to connect with us.
Showcase Relevant Experience: When filling out your application, make sure to showcase any relevant experience you have in DevOps or consulting. We love candidates who can demonstrate their ability to handle complex discussions and drive results, so don’t hold back!
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, you’ll get to explore more about our company culture while you’re at it!
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 Executive Presence
As a Principal Customer Success Manager, you'll need to engage with C-level executives. Practice articulating your thoughts clearly and confidently. Prepare examples of how you've successfully navigated difficult conversations or objections in the past, as this will showcase your consulting skills and ability to drive business value.
✨Showcase Your Relationship-Building Skills
Think of specific instances where you've built strong relationships with clients or stakeholders. Be ready to discuss how you foster trust and collaboration, especially in a fast-paced environment. This will highlight your ability to be a trusted advisor and align with the responsibilities of the role.
✨Prepare for Risk Management Discussions
Since identifying risks and creating mitigation plans is key in this role, come prepared with examples of how you've proactively managed risks in previous positions. Think about how you can apply these experiences to help customers achieve their business goals with PagerDuty.
