Digital Journey Consultant

Our ideal candidate is a highly skilled and experienced professional with a strong background in customer-facing roles within B2B SaaS organizations. As a Strategic Customer Success Manager, you will be responsible for building and fostering strong relationships with our customers, helping them to accelerate their digital journey.

The key responsibilities of this role include:

• Building trusted advisor relationships with customers' IT, Engineering, and Support organizations
• Demonstrating hands-on knowledge of PagerDuty products and applying it to customers' business priorities
• Guiding customers on process, people, and change management best practices to drive adoption of real-time operations
• Identifying risks to customers achieving their stated business goals and working with the sales team to build a risk mitigation plan
• Developing and executing a comprehensive adoption path of PagerDuty products, showcasing the current state, target future state, and timeline
• Delivering business value and innovation to customers by understanding their opportunities to reduce costs and drive growth
• Recommending additional expert services needed to drive success
• Proactively communicating technical product changes, degradations, outages, end-of-life updates, and other relevant information
• Representing the voice of the customer to inform our sales process or product roadmap
• Leading the cross-functional post-sales team at PagerDuty, delivering a seamless experience on behalf of the customer
• Predicting and forecasting risk, renewal, and expansion within the customer portfolio

This role requires a strong consulting skillset and proven results working as a trusted advisor to drive business value for customers. You must also have the ability to drive effective and influential conversations at the C-level, facilitate difficult discussions, and handle objections.

Basic Qualifications

• At least 12-15 years of relevant industry expertise in dynamic customer-facing roles within B2B SaaS organizations
• Strong consulting skills and proven results working as a trusted advisor to drive business value for customers
• Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections
• Experience building business value ROI models

Preferred Qualifications

• Solid understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring
• Experience working in a DevOps environment or with a company going through a transition to DevOps

We are committed to creating a diverse environment and are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.

Benefits

• Competitive salary
• Comprehensive benefits package from day one
• 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 & Hibernation Duty - companywide paid days off in addition to PTO
• 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
• Mental wellness programs

*Eligibility may vary by role, region, and tenure

About Us

We are a global leader in digital operations management. Our Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises.

We are Great Place to Work-certified, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top-rated product on TrustRadius and G2.

We use the E-Verify employment verification program.