Sr. Principal Customer Success Manager - NYC Remote , NY

Sr. Principal Customer Success Manager - NYC

Pager Duty (NYSE:

PD) is a leader in Digital Operations Management. In an always‑on world, organizations of all sizes trust Pager Duty to help them deliver a perfect digital experience to their customers, every time. Teams use Pager Duty 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 the Fortune 100) rely on Pager Duty to succeed with Digital Transformation, Cloud Migration, and Dev Ops Modernization.

Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, Door Dash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.

The Senior Principal Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. The ideal candidate possesses the below qualifications and is willing to travel up to 25% of their time for in‑person customer meetings. 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.

• Build and foster executive‑level trusted advisor relationships with the customers’ IT, Engineering and Support organizations.
• Demonstrate hands‑on Pager Duty 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 Pager Duty 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 Pager Duty, 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.

• 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 SaaS business models, including a strong understanding of market trends, competitive landscapes, and customer needs
• Strong understanding of IT enterprise architecture, Dev Ops principles and modern IT monitoring

• Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
• Knowledge of Pager Duty products and platform features/capabilities.
• 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 Dev Ops environment or with a company going through a transition to Dev Ops.

The base salary range for this position is $124,800 - $171,600 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days &…