At a Glance
- Tasks: Build strong relationships with customers to enhance their digital journey and drive success.
- Company: Join PagerDuty, a leader in Digital Operations Management, trusted by top global brands.
- Benefits: Enjoy competitive salary, flexible work arrangements, and generous paid leave.
- Other info: Be part of a dynamic team that values collaboration and innovation.
- Why this job: Make a real impact by helping businesses thrive in a digital-first world.
- Qualifications: 10-15 years of experience in customer success or consulting, with strong communication skills.
The predicted salary is between 80000 - 100000 € per year.
PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization.
The Strategic 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 experiences 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 10-15 years relevant industry expertise.
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
- Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
- Experience building Business value ROI models.
- Thrive in a collaborative fast pace environment and as a part of a results oriented team.
- Working knowledge in a SaaS business model.
- Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.
- Good understanding of IT enterprise architecture, DevOps principles and modern IT monitoring is strongly preferred.
- 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.
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 certain regions.
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.
As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Your package may include:
- Competitive salary
- Comprehensive benefits package
- Flexible work arrangements
- Company equity
- 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
- Paid volunteer time off
- Company-wide hack weeks
- Mental wellness programs
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.
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.
Strategic Customer Success Manager (London) employer: PagerDuty
PagerDuty is an exceptional employer that fosters a culture of collaboration and innovation, making it an ideal place for a Strategic Customer Success Manager to thrive. With a competitive salary, comprehensive benefits, and flexible work arrangements, employees are empowered to achieve their best while enjoying generous paid time off and wellness programs. The company's commitment to employee growth and development, alongside its recognition as a Great Place to Work, ensures that team members can build meaningful careers in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager (London)
✨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 Strategic 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 with digital operations management. 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 and driven success 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, if this role isn’t the right fit, keep an eye on our website for future opportunities!
We think you need these skills to ace Strategic Customer Success Manager (London)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Strategic Customer Success Manager role. Highlight relevant experience and skills that align with what we’re looking for, especially in building relationships and driving business value.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about this role and how your background makes you the perfect fit. Don’t forget to mention any experience with SaaS or DevOps!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've identified risks and implemented solutions in previous roles. We love seeing candidates who can think on their feet and drive results!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at PagerDuty
✨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, benefits, and any recent updates. This will help you demonstrate your hands-on product knowledge and show that you're ready to apply it to real-world scenarios.
✨Build Your C-Level Conversation Skills
As a Strategic Customer Success Manager, you'll need to engage with high-level stakeholders. Practice articulating complex ideas clearly and confidently. Prepare examples of how you've successfully navigated difficult discussions in the past, as this will showcase your consulting skills and ability to drive effective conversations.
✨Showcase Your Risk Management Expertise
Be ready to discuss how you've identified risks in previous roles and the strategies you've implemented to mitigate them. Think of specific examples where you proactively addressed potential issues for customers, as this aligns perfectly with the responsibilities of the role.
✨Prepare for Collaborative Scenarios
Since the role thrives in a collaborative environment, think about times when you've worked effectively within a team. Be prepared to share stories that highlight your ability to lead cross-functional teams and deliver seamless experiences for customers, as this will resonate well with the interviewers.
