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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, flexible work, generous leave, and wellness programs.
- 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: Work in a dynamic environment with opportunities for growth and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Overview
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.
Basic Qualifications
- 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
Preferred Qualifications
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
- 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.
Hesitant to apply?
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. If this just isn\\\’t the right role or time – sign up for 9999 job alerts!
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:
Location restrictions: 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.
How we work
Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.
People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.
What we offer
As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.
Your package may include:
- Competitive salary
- Comprehensive benefits package
- Flexible work arrangements
- Company equity*
- ESPP (Employee Stock Purchase Program)*
- Retirement or pension plan*
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days & HibernationDuty – 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
- Company-wide hack weeks
- Mental wellness programs
*Eligibility may vary by role, region, and tenure
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.
Go behind-the-scenes on our careers site and @pagerduty on Instagram.
Additional Information
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.
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Principle Customer Success Manager employer: PagerDuty, Inc.
Contact Detail:
PagerDuty, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principle 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 align with customer needs and be ready to discuss how you can help clients achieve their business goals using these tools. Show us you’re not just familiar, but passionate about what we do!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've built relationships and driven success in previous roles. We want to hear about your journey and how it aligns with our mission at PagerDuty.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. Use this opportunity to reiterate your enthusiasm for the role and remind us why you’d be a great fit for the team.
We think you need these skills to ace Principle Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Principal Customer Success Manager role. Highlight your experience in building relationships and driving business value, as these are key aspects of the job.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer success and how your background makes you a great fit for our team. Share specific examples of how you've helped clients achieve their goals in the past.
Showcase Your Product Knowledge: Demonstrate your understanding of PagerDuty's products and how they can benefit customers. This will show us that you're not just applying for any job, but that you're genuinely interested in what we do.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at PagerDuty, Inc.
✨Know Your PagerDuty Inside Out
Before the interview, make sure you have a solid understanding of PagerDuty's products and how they align with customer needs. Familiarise yourself with their features and capabilities, as well as any recent updates or changes. This will help you demonstrate your hands-on knowledge and show that you're ready to be a trusted advisor.
✨Build Your Relationship Skills
As a Principal Customer Success Manager, building strong relationships is key. Prepare examples of how you've successfully fostered executive-level relationships in the past. Think about how you can apply those experiences to help customers accelerate their digital journey at PagerDuty.
✨Showcase Your Problem-Solving Skills
Be ready to discuss specific instances where you've identified risks and developed mitigation plans for customers. Highlight your ability to guide clients through process and change management best practices, as this will resonate well with the role's responsibilities.
✨Prepare for C-Level Conversations
Since you'll be engaging with high-level stakeholders, practice articulating complex ideas clearly and confidently. Prepare for potential objections and think about how you can facilitate difficult discussions. This will showcase your consulting skills and ability to drive effective conversations.
