PagerDuty
Digital Operations Management
Sr.PrincipalCustomerSuccessManagerNYC
“Sr. Principal Customer Success Manager - NYC at PagerDuty. Skills: Customer Success Management, Digital Operations Management, Building executive-level trusted advisor relationships, Driving customer adoption, Risk mitigation, Developing adoption paths, Delivering business value, Forecasting risk, renewal, and expansion. Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations.. Demonstrates hands-on PagerDuty Product knowledge ”
What You'll Achieve.
accelerate their digital journey; drive customers adoption of real time operations; reduce cost and drive growth; drive success; delivering a seamless experience; Predict and forecast risk, renewal and expansion within the customer portfolio.
Industry & Context.
Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
willing to travel up to 25% of their time for in-person customer meetings
What They're Looking For.
Must Have
8-10 years of relevant customer-facing experience and a demonstrated track record of success, Proficiency in developing comprehensive business value ROI models, with an ability to drive strategic decision-making and deliver tangible results, In-depth expertise in SaaS business models, including a understanding of market trends, competitive landscapes, and customer needs, understanding of IT enterprise architecture, DevOps principles and modern IT monitoring
Nice to Have
consulting skills and proven results working as a trusted advisor to drive business value for customers, Knowledge of PagerDuty products and platform features/capabilities, Thrive in a collaborative fast pace environment and as a part of a results oriented team, Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections, Worked in a DevOps environment or with a company going through a transition to DevOps
What You'll Do.
Build and foster executive-level trusted advisor relationships with the customers’ IT
Engineering and Support organizations.
Demonstrates 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 customers adoption of real time operations.
Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
Produce and execute a comprehensive adoption path of PagerDuty products
showing the current state
target future state with timeline.
Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth.
recommend additional expert services needed to drive success.
Proactively communicate technical product changes
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
delivering a seamless experience on behalf of the customer.
Prepare and facilitate business review meetings
and other strategic and supportive interactions.
Predict and forecast risk
renewal and expansion within the customer portfolio.
How You'll Work.
Team & Collaboration
Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer.; work with the sales team to build a risk mitigation plan.
Communication Scope
Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
Process & Methodology
Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline.
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