PagerDuty

Customer Success Manager

• Build and foster executive-level trusted advisor relationships with the customer’s 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.
• When appropriate, recommend additional expert services needed 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, delivering a seamless experience on behalf of the customer.
• Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions.
• Predict and forecast risk, renewal and expansion within the customer portfolio.

Strategic Customer Success Manager

Account Executive

• Own and grow a defined set of Federal Systems Integrator (FSI) accounts by driving upsell, cross-sell, and expansion opportunities.
• Build and maintain trusted senior relationships through regular in-person engagement and consultative selling.
• Develop and execute strategic account plans to identify growth areas, expansion pathways, and competitive positioning.
• Drive adoption of PagerDuty’s Operations Cloud by articulating clear business value and ROI.
• Execute complex, multi-product sales motions and partner with Solution Consultants for technical validation and proof-of-concept activities.
• Maintain accurate forecasts and a disciplined pipeline in Salesforce using the MEDDICC framework.
• Collaborate with Customer Success, Product Management, and Renewals teams to ensure customer satisfaction and long-term retention.

Federal Account Executive, FSI

• Own and grow a defined set of enterprise accounts by driving upsell, cross-sell, and expansion opportunities.
• Build and maintain trusted executive relationships through regular in-person engagement and consultative selling.
• Develop and execute strategic account plans to identify growth areas, expansion pathways, and competitive positioning.
• Drive adoption of PagerDuty’s Operations Cloud by articulating clear business value and ROI.
• Execute complex, multi-product sales motions and partner with Solution Consultants for technical validation and proof-of-concept activities.
• Maintain accurate forecasts and a disciplined pipeline in Salesforce using the MEDDICC framework.
• Collaborate with Customer Success, Product Management, and Renewals teams to ensure customer satisfaction and long-term retention.

Enterprise Account Executive

Sales Development Rep

• Focus on highlighting the unique PD value and benefit our products and services can provide to a customer.
• Understanding the problems and focus areas of your stakeholders and effectively communicating how PagerDuty will support and address those company priorities.
• Aligning use cases with the appropriate service offering.
• Quickly adapting to the Command of the Message (COM) selling model and employing solution selling/customer-centric sales method.
• Developing a proactive point of view on solutions based on customer's biggest pain points.
• Encouraging positive conversations between new or potentially new customers and sales teams, leading to solutions aligned with the customer's strategic vision.
• Ensuring complete customer satisfaction in all interactions.
• Prospecting - calling and emailing executives at senior levels across various lines of business using scaled techniques and tools.
• Documenting key qualification details, including use case, purchase timeframes, and next steps (MEDDICC Framework).
• Qualifying inbound and outbound opportunities to support Account Executives.
• Prioritizing accounts and allocating appropriate outreach efforts.

Sales Development Representative

Account Manager

• Own a portfolio of existing customers to ensure adoption, value realization, and retention.
• Develop and execute account plans that drive renewals, mitigate churn risk, and uncover expansion opportunities.
• Present and negotiate renewal proposals, structure multi-year options, and manage contract value through strategic account management.
• Monitor customer health using usage analytics, telemetry, and business insights to identify and address risks early.
• Collaborate cross-functionally with Legal, Sales Operations, and Renewals teams to ensure smooth contracting, forecasting, and reporting processes.
• Maintain strong product knowledge and deliver consultative guidance to drive configuration optimization and feature adoption.

Client Partner

• Architect and execute multi-threaded Professional Services strategies within strategic and enterprise accounts; orchestrate 2–12 week services deal cycles with executive alignment and commercial rigor.
• Consistently meet or exceed services bookings, attach-rate, and consumption targets while driving predictable pipeline generation and velocity metrics.
• Lead discovery to map business-critical pains (noise, toil, on-call fatigue, change risk, slow comms) to differentiated service offerings, scoped SOWs, and multi-phase engagement roadmaps.
• Deliver compelling value narratives (ROI, time-to-value, risk mitigation, competitive differentiation) tailored to C-level and VP stakeholders across IT, Engineering, and Operations.
• Co-architect account strategies with Account Executives, CSMs, and Solutions Engineers to align enterprise business outcomes with services-led transformation milestones and measurable impact.
• Position services as strategic enablers across incident response maturity, AIOps signal tuning/event orchestration, automation/runbooks, AI-driven operations, and enterprise integrations (e.g., ServiceNow, Jira, Slack/Teams, AWS, Datadog, New Relic, Splunk, GitHub/GitLab, Terraform).
• Drive adoption and quantifiable business impact (e.g., MTTA/MTTR reduction, toil elimination, developer productivity gains, SLO adherence, operational cost savings) that influence customer renewal and expansion decisions.
• Partner with Delivery leadership to architect, price, and resource engagements that balance customer transformation objectives with margin targets and scalable delivery models.
• Ensure seamless handoffs while maintaining commercial ownership; proactively identify and remove blockers, de-risk delivery, and surface follow-on services and expansion opportunities.
• Maintain accurate opportunity data, multi-quarter close plans, and forecasts in CRM using structured sales methodologies (e.g., MEDDPICC) and pipeline hygiene discipline.
• Monitor engagement health, entitlement consumption, and customer sentiment to drive timely services utilization, renewal readiness, and proactive expansion motions.
• Provide strategic feedback to Product and Delivery teams to refine packaging, pricing, repeatable delivery frameworks, accelerators, and go-to-market positioning.
• Partner with Sales, Customer Success, Solutions Engineering, Product, and Marketing to sequence services with platform adoption, expansion plays, and customer lifecycle milestones.
• Collaborate on case studies, executive references, and customer success stories that showcase realized outcomes, competitive wins, and services-led differentiation.
• Facilitate executive workshops, maturity assessments, and strategic roadmap sessions that translate business strategy into actionable, services-led transformation workstreams.
• Educate customers on service ownership best practices, incident lifecycle excellence, AIOps/automation value realization, and operational resilience frameworks.
• Serve as a strategic advisor on digital operations transformation, helping customers navigate organizational change, toolchain consolidation, and platform modernization.

Account Partner, Professional Services

Product Manager

• Define and drive the multi-year roadmap for Workflows and Actions, covering both cloud-delivered SaaS and on-premises deployments.
• Lead product definition for the agentic layer of PagerDuty’s automation platform — the Skills, Tools, and Connectors that enable AI agents to act autonomously in production environments.
• Define the model for how autonomous SRE agents interact with automation primitives: invoking runbooks, triggering Actions, calling external APIs via Connectors, and escalating when confidence is low.
• Work closely with engineering to define the trust, safety, and audit boundaries required before automation can act on behalf of an agent rather than a human.
• Partner with AI/ML teams and external model providers to ensure PagerDuty’s agentic experience is differentiated by domain — leveraging deep SRE context rather than generic automation.
• Own the customer-facing surface of agentic authorization — ensuring permissions, audit logs, and scoping controls are a natural and frictionless extension of current enterprise permissioning models.
• Identify and close gaps in the current platform by synthesizing customer feedback, usage data, competitive signals, and engineering constraints into a coherent strategy.

Strategic Customer Success Manager

Federal Account Executive, FSI

Enterprise Account Executive

Sales Development Representative

Account Manager

Enterprise Account Executive

Account Partner, Professional Services

Senior Product Manager