Senior Customer Success Strategist

2 weeks ago

San Francisco, California, United States Pager Full time


PagerDuty empowers teams across various sectors to excel in their essential tasks that propel business advancement through the PagerDuty Operations Cloud.

The Senior Customer Success Strategist is positioned at the key stakeholder level of customers, cultivating and nurturing robust relationships to facilitate customers in accelerating their digital transformation journey.

Customer Success Managers engage directly with clients whose market segments, sizes, solution complexities, and life cycles vary according to their specific needs.


Key Responsibilities:
Establish and nurture trusted advisor relationships at the executive level with the customer's IT, Engineering, and Support teams.
Exhibit in-depth knowledge of PagerDuty products by aligning them with the customer's business objectives.
Guide clients on best practices for process, personnel, and change management to enhance their adoption of real-time operations.

Proactively identify potential risks that may hinder the customer from achieving their defined business objectives and collaborate with the sales team to formulate a risk mitigation strategy.

Develop and implement a comprehensive adoption roadmap for PagerDuty products, illustrating the current state, target future state, and associated timelines.

Deliver tangible business value and innovation to clients by recognizing opportunities to reduce costs and drive growth.

When suitable, recommend additional expert services necessary for success.
Communicate proactively about technical product updates, service degradations, outages, end-of-life notifications, and other pertinent information.
Act as the customer's voice to inform our sales processes or product development roadmap.
Lead the cross-functional post-sales team at PagerDuty, ensuring a seamless experience for the customer.
Prepare and conduct business review meetings, training sessions, webinars, demonstrations, and other strategic interactions.
Anticipate and forecast risks, renewals, and expansions within the customer portfolio.

Qualifications:
Proven professional with 10-15 years of relevant industry experience.
Strong consulting abilities and a track record of acting as a trusted advisor to deliver business value for clients.
Capable of facilitating impactful conversations at the C-level; adept at managing challenging discussions and objections.
Experience in developing Business Value ROI models. Thrive in a collaborative, fast-paced environment as part of a results-driven team.
Familiarity with a SaaS business model.
Desirable knowledge of PagerDuty product features and capabilities.
Solid understanding of IT enterprise architecture, DevOps principles, and contemporary IT monitoring is highly preferred.
Experience in a DevOps environment or with organizations transitioning to DevOps.
PagerDuty promotes a flexible, hybrid work culture. This role is expected to engage in office activities on a designated basis.

What We Offer:
Comprehensive benefits package from day one, including generous paid vacation time, paid holidays, and sick leave.
Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO.
Company equity opportunities and Employee Stock Purchase Program (ESPP).
Retirement or pension plan options.
Paid parental leave - up to 22 weeks for the birthing parent, up to 12 weeks for the non-birthing parent (with compliance to local laws).
HibernationDuty - an annual company-paid week off for all employees to take a much-needed break and recharge.
Paid volunteer time off - 20 hours per year.
Mental wellness programs available.
Eligibility may vary by role, region, and tenure.

About PagerDuty: PagerDuty, Inc (NYSE: PD) is a global leader in digital operations management. The PagerDuty Operations Cloud transforms how critical work is accomplished and enhances the agility that drives digital transformation.
PagerDuty is dedicated to fostering a diverse environment and is an equal opportunity employer.

PagerDuty does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.

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