PagerDuty

Senior Principal Customer Success Manager, PubSector

PagerDuty

full-time

Posted on:

Location Type: Remote

Location: District of Columbia • Maryland • United States

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Salary

💰 $112,000 - $154,900 per year

Job Level

Senior

About the role

  • 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.
  • 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.

Requirements

  • 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 the Public Sector and SaaS business models, including a strong understanding of market trends, competitive landscapes, and customer needs
  • Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring
Benefits
  • Competitive salary
  • Comprehensive benefits package
  • 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 & HibernationDuty - companywide paid days off in addition to PTO
  • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
  • Paid volunteer time off: 20 hours per year
  • Company-wide hack weeks
  • Mental wellness programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
business value ROI modelsrisk mitigation planningchange managementreal time operationsIT enterprise architectureDevOps principlesmodern IT monitoring
Soft Skills
executive-level relationship buildingcommunicationstrategic decision-makingcustomer advocacycross-functional leadershiptraining facilitationrisk forecasting