Senior Customer Success Manager

Elevate customer relationships as a Senior Principal Customer Success Manager based in Toronto, with a hybrid model requiring two days onsite per week and 25% travel. Build trusted advisor connections within clients' IT and Engineering teams to enhance product adoption.

In this key role with Pager Duty, you will leverage your 8-10 years of customer-facing experience to implement comprehensive adoption plans and drive business value. Focus on proactively identifying risks and nurturing executive relationships, utilizing extensive knowledge of SaaS models and IT architectures, while collaborating with the sales team for strategic initiatives.

Key Responsibilities:

• Build executive-level relationships with clients' teams

• Guide customers in process and change management

• Deliver comprehensive adoption plans for Pager Duty products

• Identify risks and develop mitigation strategies

• Prepare and facilitate business reviews and training

Requirements:

• 8-10 years of relevant customer-facing experience

• Proficiency in business value ROI models

• In-depth knowledge of SaaS and IT enterprise architecture

• Strong understanding of Dev Ops principles

• Excellent consulting and communication skills

Drive customer success and engagement through innovative solutions and collaboration in this impactful role at Pager Duty.
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