Global Digital Operations Expert

1 week ago


San Francisco, California, United States Pager Full time
Unlock Your Potential as a Global Digital Operations Expert

Foster Strong Relationships to Drive Customer Success with PagerDuty

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through our Operations Cloud.

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. Our 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:

  • Establish and maintain executive-level trusted advisor relationships with the customers' IT, Engineering and Support organizations.
  • Demonstrate expertise in PagerDuty Product knowledge by applying it to the customer's business priorities.
  • Guide customers on process, people and change management best practices to drive adoption of real-time operations.
  • Proactively identify risks to the customer achieving their stated business goals and collaborate with the sales team to develop a risk mitigation plan.
  • Create and execute a comprehensive adoption path for PagerDuty products, showcasing the current state, target future state with timeline.
  • Deliver business value and innovation to customers by understanding their opportunities to reduce cost and drive growth.
  • Recommend additional expert services when necessary 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 cross-functional post-sales teams at PagerDuty, delivering a seamless experience on behalf of the customer.
  • Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic interactions.
  • Predict and forecast risk, renewal and expansion within the customer portfolio.

Qualifications:

  • 8-10 years of relevant customer-facing experience at a SaaS company with a proven track record of success.
  • Previous experience managing Public Sector customers.
  • Proficiency in developing comprehensive business value ROI models 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, DevOps principles and modern IT monitoring.
  • Ability to travel to client sites as necessary.

Compensation: The estimated salary range for this position is $108,000 - $165,000 USD per year, plus bonus, commission, equity, and/or benefits. Our salaries are determined by role, level, and location, reflecting the minimum and maximum base salary we expect to pay newly hired employees.



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