Customer Success Manager

The role

You will serve as a trusted advisor to enterprise customers to guide them through digital transformation and drive adoption of real-time operations. You will partner with sales, product, and expert services teams to build executive-level relationships and impact business outcomes.

What you will do

• Build and foster executive-level trusted advisor relationships with customers' IT, Engineering, and Support organizations
• Demonstrate hands-on PagerDuty product knowledge to guide customers on process, people, and change management
• Produce and execute comprehensive adoption paths with timelines
• Identify risks and build mitigation plans
• Deliver business value and innovation by understanding customer opportunities to reduce costs and drive growth
• Recommend additional expert services when appropriate
• Lead cross-functional post-sales teams to deliver seamless customer experiences
• Prepare and facilitate business reviews, training sessions, and strategic interactions

Required qualifications

• 5+ years of relevant industry expertise in a dynamic, customer-facing role within B2B SaaS organizations
• Strong consulting skills with proven results working as a trusted advisor to drive business value for customers
• Ability to drive effective and influential conversations at C-level
• Experience facilitating difficult discussions and handling objections
• Experience building business value ROI models
• Experience forecasting risk, renewal, and expansion within customer portfolios
• Advanced written and verbal English communication skills

Nice to have

• Solid understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring
• Experience working in a DevOps environment or with companies transitioning to DevOps
• Proven ability to represent the voice of the customer to inform sales processes and product roadmap
• Experience proactively communicating technical product changes, degradations, and updates to enterprise stakeholders
• Strong presentation and facilitation skills for webinars, demos, and strategic customer interactions

Benefits

• 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
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks

Before you apply

• Candidates must reside in an eligible location
• Cannot employ candidates residing in specific regions of Australia, Canada, and United States

About the company

PagerDuty, Inc. is a global leader in AI-first digital operations. The PagerDuty Platform orchestrates AI agents and automated workflows to help organizations scale resilient, autonomous operations.