Senior Customer Success Strategist

2 weeks ago


Atlanta, Georgia, United States PagerDuty Full time

About PagerDuty
PagerDuty is a leader in digital operations management, empowering teams to excel in their critical work through the PagerDuty Operations Cloud.

Role Overview
The Senior Customer Success Strategist is dedicated to engaging with key stakeholders within customer organizations, establishing and nurturing robust relationships to facilitate their digital transformation journey.

Key Responsibilities
1. Cultivate and maintain trusted advisor relationships with senior executives in IT, Engineering, and Support teams.
2. Leverage in-depth knowledge of PagerDuty products to align with the customer's business objectives.
3. Advise customers on best practices in process, personnel, and change management to enhance their adoption of real-time operations.
4. Identify potential risks to customer success and collaborate with the sales team to develop mitigation strategies.
5. Create and implement a detailed adoption roadmap for PagerDuty products, outlining current and future states with timelines.
6. Deliver measurable business value by understanding opportunities for cost reduction and growth within the customer's operations.
7. Recommend additional expert services as necessary to ensure customer success.
8. Communicate proactively about technical product updates, including changes, outages, and end-of-life notices.
9. Represent customer feedback to inform sales strategies and product development.
10. Lead cross-functional teams post-sale to ensure a seamless customer experience.
11. Organize and conduct business reviews, training sessions, webinars, and demonstrations.

Qualifications
Basic Qualifications
- 8-10 years of relevant experience in customer-facing roles within a SaaS environment, demonstrating a history of success.
- Experience managing clients in the Public Sector.
- Expertise in developing business value ROI models to drive strategic decisions and achieve tangible outcomes.
- Strong understanding of SaaS business models, market trends, and customer needs.
- Familiarity with IT enterprise architecture, DevOps principles, and modern IT monitoring.
- Willingness to travel as needed.

Preferred Qualifications
- Proven consulting skills with a track record of acting as a trusted advisor to enhance customer value.
- Knowledge of PagerDuty's product offerings and platform capabilities.
- Ability to thrive in a collaborative, fast-paced environment and contribute to a results-oriented team.
- Proficient in facilitating high-level discussions and managing objections effectively.
- Experience in a DevOps setting or with organizations transitioning to DevOps.

What We Offer
At PagerDuty, we prioritize our employees' well-being through a comprehensive rewards program that includes competitive salaries, equity options, and a robust benefits package from day one. We promote flexible work arrangements and provide ample opportunities for professional growth and community engagement.

Commitment to Diversity
PagerDuty is an equal opportunity employer, dedicated to creating a diverse and inclusive workplace. We welcome candidates from various backgrounds and experiences.



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