Strategic Customer Success Manager

PagerDuty

Strategic Customer Success Manager building executive-level relationships to drive customer adoption of digital solutions at PagerDuty. Leading post-sales support for diverse customer needs in a remote setting.

Posted 7/23/2026full-timeRemote • 🇸🇬 SingaporeSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in building executive-level relationships and driving business value through effective consulting and change management practices. Proficient in facilitating strategic discussions and delivering comprehensive adoption paths for SaaS products.

Highest-signal resume keywords

B2B SaaS ExperienceConsulting SkillsC-Level CommunicationBusiness Value ROI ModelsChange Management

ATS Keywords

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Applicant Tracking System Keywords

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

Soft Skills

Trusted AdvisorInfluencing ConversationsRisk MitigationFacilitation Skills

Tools & Technologies

PagerDuty Product Knowledge

Industry Keywords

Customer-Facing RoleDynamic EnvironmentPost-Sales Team LeadershipBusiness Review MeetingsReal Time Operations

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Experienced professional with at least 12 years of relevant industry expertise in dynamic, customer-facing role within a B2B SaaS organization
Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
Experience building Business value ROI models

Benefits

Comp & perks

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