Role Overview
As a Principal Customer Success Manager, you will shape the long-term success of enterprise clients by establishing trusted partnerships with key decision-makers across IT, engineering, and support functions. Your focus will be on aligning PagerDuty’s platform capabilities with customer goals, ensuring measurable business impact through strategic planning and operational transformation.
Key Responsibilities
- Develop and sustain executive-level relationships to guide digital operations maturity and platform adoption.
- Apply in-depth knowledge of the PagerDuty platform to support customer priorities and technical environments.
- Advise on process optimization, team alignment, and change management to enable real-time operations.
- Identify potential obstacles to customer success and collaborate with internal teams to create mitigation strategies.
- Design and manage a clear adoption roadmap, outlining current and future states with defined timelines.
- Uncover opportunities to reduce costs, improve efficiency, and support growth through technology enablement.
- Advise on additional services or expertise when required to ensure successful outcomes.
- Communicate product updates, outages, lifecycle changes, and performance issues with clarity and foresight.
- Advocate for customer needs internally to influence product development and sales approaches.
- Orchestrate cross-functional post-sales efforts to deliver a unified customer experience.
- Lead business reviews, training sessions, webinars, and strategic engagements.
- Forecast renewal risks, expansion potential, and customer health across the portfolio.
Qualifications
Successful candidates will bring 5–10 years of experience in customer-facing roles within SaaS environments, with a strong grasp of IT architecture, DevOps practices, and monitoring ecosystems. Demonstrated ability to build ROI models and translate technical capabilities into business value is essential. Familiarity with PagerDuty’s platform and automation technologies is highly beneficial.
Work Environment
This role operates in a hybrid model, with presence supported in major global hubs including San Francisco, Toronto, London, and Tokyo. Travel to client sites may be required. The team values collaboration, continuous learning, and a culture rooted in inclusion and accountability.
