Strategic Customer Success Manager

Overview
Join to apply for the
Strategic Customer Success Manager
role at
PagerDuty
.
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.
PagerDuty is a flexible, hybrid workplace. We embrace in-person collaboration and expect the role to come into the Sydney office 1-2 times per week.
Responsibilities
Build and foster executive-level trusted advisor relationships with the customer's IT, Engineering and Support organizations.
Demonstrate hands-on PagerDuty Product knowledge by applying it to the customer's business priorities.
Guide a customer 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.
Produce and execute a comprehensive adoption path of PagerDuty products, showing current state and target future state with a timeline.
Deliver business value and innovation to a customer's business by understanding opportunities to reduce cost and drive growth.
Recommend additional expert services when appropriate 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 the cross-functional post-sales team at PagerDuty to deliver a seamless customer experience.
Prepare and facilitate business reviews, training sessions, webinars, demos, and other strategic interactions.
Predict and forecast risk, renewal and expansion within the customer portfolio.
Basic Qualifications
12-15 years of relevant industry experience in a dynamic, customer-facing role within a B2B SaaS organization.
Strong consulting skills and proven results as a trusted advisor to drive business value for customers.
Ability to drive effective 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 transitioning to DevOps.
What We Offer
Competitive salary
Comprehensive benefits package from day one
Flexible work arrangements
Company equity*
Employee Stock Purchase Program*
Retirement or pension plan*
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty – additional company-wide paid days off
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 PagerDuty
PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability. Your privacy is important to us. By submitting an application, you confirm you have read PagerDuty's Privacy Policy.
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email
PagerDuty uses the E-Verify employment verification program.
Location and Work Model
PagerDuty operates a hybrid work model with offices in multiple cities. The role may involve occasional in-person work at the Sydney office 1-2 times per week. Location restrictions apply by country and region; please review eligibility details during application.
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