We are seeking an Account Partner, Professional Services to define and scale Professional Services growth strategies, drive organizational excellence, and establish measurable customer outcome frameworks across PagerDuty's enterprise and strategic customer segments. This role owns the evolution of our services go-to-market motion, architects repeatable engagement models, and partners with Sales, Customer Success, Solutions Engineering, Delivery, Product, and Marketing leadership to align advisory, implementation, enablement, and automation services to market needs spanning incident response, AIOps, and service ownership.

The ideal candidate is a strategic leader and consultative seller who builds organizational capabilities, defines best practices that scale across the Professional Services team, translates market insights into service innovation, and consistently drives portfolio-level growth, customer outcomes, and team effectiveness.

Job Responsibilities

Pipeline Development & Selling Motion

• 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.

Account Strategy & Customer Value

• 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.

Scoping, Pricing & Delivery Orchestration

• 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.
• Align SOWs to clear scope, success criteria, measurable acceptance metrics, timeline realism, and strategic value realization frameworks.

Forecasting & Operational Rigor

• 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.

Stakeholder Collaboration & Cross-Functional Partnership

• 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.
• Engage executives across customer and internal teams to build trusted-advisor credibility, influence strategic decisions, and accelerate deal velocity.

Executive Engagement & Thought Leadership

• 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.

Qualifications

Requirement Qualifications & Skills

• 8+ years in Professional Services sales, solutions consulting, or services leadership within SaaS or enterprise software; proven track record of strategic impact and organizational influence.
• Demonstrated success defining go-to-market strategies, building service offerings, or leading cross-functional initiatives that drive measurable business outcomes.
• Deep expertise in consultative selling: multi-threaded relationship building (C-level to technical), discovery, business case creation, executive storytelling, and complex deal orchestration.
• Strong strategic and analytical skills: ability to synthesize market insights, customer feedback, and operational data into actionable strategies and frameworks.
• Proven ability to mentor, enable, and scale teams: experience creating playbooks, training programs, or best practices that improve collective performance.
• Executive presence and communication: ability to influence senior leadership, facilitate strategic workshops, and represent the company externally.
• Rigorous operational discipline: expertise in sales methodologies (MEDDICC/MEDDPICC), forecasting, pipeline management, and CRM hygiene.
• Technical fluency: ability to translate incident response, AIOps, automation, observability, and integration concepts into quantified business value and risk reduction.

Preferred Qualifications & Skills

• Experience architecting or launching new service offerings, engagement models, or go-to-market motions in a scaling organization.
• Thought leadership experience: published content, conference speaking, or industry recognition in incident management, SRE/DevOps, AIOps, or operational excellence.
• Deep domain expertise in incident response, observability platforms, on-call operations, AIOps signal correlation/tuning, runbook automation, and service ownership best practices.
• Experience selling to and influencing VP Eng, CTO, CIO, SRE/DevOps, IT Ops, and Platform/Cloud leadership in enterprise and strategic accounts.
• Understanding of operational KPIs (MTTA/MTTR, change failure rate, SLO/SLA, toil reduction, developer productivity) and how to design services that measurably impact them.
• Experience leading or contributing to cross-functional strategic initiatives (e.g., partner ecosystem development, vertical market expansion, delivery transformation).
• Willingness to travel for customer meetings, team events, and industry conferences as needed.
• You know and understand our space and actively shape it—you're not just a fan of our products, you influence how the market thinks about operational excellence.

The base salary range for this position is 156,000 - 184,800 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our San Francisco office twice per week, so you can thrive in your new role and fully embrace being a Dutonian!

Manager, Customer Success

As our Manager, Customer Success at PagerDuty, you will be reporting to the Director, Enterprise Customer Success. You will have the responsibility for leading a team of Customer Success Managers (CSMs) who engage with PagerDuty's customers to increase product adoption, improve retention rates, and drive measurable business value. This hands-on leader will demonstrate a track record of developing high-performing teams, creating a customer-centric culture, and implementing effective customer success strategies.

The Customer Success Management team acts as a Trusted Advisor to our customers, ultimately responsible for ensuring their success. As a key leader within the Customer Success organization, you will work with customer stakeholders, implement success strategies, and are responsible for helping customers achieve business value and ROI from their investment in PagerDuty.

Key Responsibilities

Advocate for the Customer:

• Proactively engage with customers through your team to understand their needs, address challenges, and ensure they are achieving desired outcomes
• Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
• Partner with customers to identify and develop programs that drive higher feature adoption and improved customer health scores

Strategic Leadership:

• Execute and implement customer success strategies aligned with business goals
• Create and implement processes that help customers maximize success with our platform
• Guide CSMs in building comprehensive success strategies using the customer's language and leveraging PagerDuty's tools and processes
• Understand and articulate PagerDuty's value proposition and how it helps organizations transform their digital operations

Team Management:

• Lead, mentor, and develop a high-performing team of Customer Success Managers
• Provide evaluation and feedback necessary to coach performance to high levels of output
• Foster collaboration within the team and across the business
• Attract, hire and retain high-performing Customer Success Managers

Retention and Growth:

• Drive customer retention and expansion through effective team leadership
• Monitor and improve key metrics including gross revenue retention, net revenue retention, adoption, and customer health scores
• Work with Sales team to identify new opportunities and facilitate post-sale handoff process
• Effectively manage churn risk through proactive identification and mitigation strategies

Data Analysis and Reporting:

• Monitor key customer success metrics and identify trends to inform decision-making
• Utilize data to accurately forecast and drive measured improvement across the team's book of business
• Report on team outcomes and trends
• Leverage customer success tools to track and improve team effectiveness

Cross-Functional Collaboration:

• Partner effectively with Sales, Solutions Consultants, Product, and other teams to meet customer business objectives
• Ensure smooth coordination between account teams for complex customer needs
• Drive alignment across teams for customer escalations and resolution
• Establish clear processes for engaging executive leadership when needed

Process Improvement / Managing Workload:

• Identify and implement improvements to customer success processes and tools
• Create and maintain consistent playbooks and best practices for the team
• Utilize customer success technologies such as Salesforce and Gainsight to measure impact and effectiveness
• Balance tactical requests with a consultative approach to ensure customer satisfaction

Basic Qualifications:

• Bachelor's degree required
• 6+ years of experience in customer-facing SaaS roles with 2+ years of people management experience preferred. 
• Proven track record of high performance in managing strategic customers
• Strong analytical skills with the ability to use data to drive strategic decisions
• Experience with customer success and sales tools (Salesforce, Gainsight, Tableau, Gong, etc)
• Demonstrated ability to manage complex client relationships
• Experience working with and managing remote teams
• Strong project management and organizational skills
• Excellence in verbal and written communication

Preferred Qualifications:

• Experience with SaaS-based products
• Understanding of DevOps, IT Operations, and digital transformation
• Experience working with technical professionals and DevOps teams
• Knowledge of digital operations maturity models

If you are within a 50 mile radius of the San Francisco office, it is required to come in two times per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is $121,800 - $167,100 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

PagerDuty is seeking an Account Manager to join our diverse, customer-focused team! As an Account Manager, you will serve as the primary point of contact for a portfolio of existing SaaS customers, partnering closely with cross-functional teams to deliver exceptional customer outcomes. You will maintain and grow customer relationships, drive product adoption, manage renewals, and identify strategic expansion opportunities that deliver measurable business value. This is an exciting opportunity to blend customer success and sales expertise to help customers realize the full potential of PagerDuty’s platform while driving revenue growth.

The ideal candidate is a proactive relationship builder with strong commercial acumen, a passion for data-driven customer management, and experience with SaaS products and AI-driven insights.

KEY RESPONSIBILITIES

• 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.

BASIC QUALIFICATIONS

• 7+ years of combined customer-facing experience, including Account Management, Customer Success, or Renewals.
• 4+ years of proven success managing renewals and growth within a SaaS environment.
• Experience using Salesforce (SFDC) and analytics tools such as Gainsight, Tableau, or Looker.
• Bachelor’s degree or equivalent experience.

PREFERRED QUALIFICATIONS

• Demonstrated ability to leverage data analytics and health metrics to manage and retain customer accounts.
• Familiarity with the MEDDPICC and Command of the Message (COM) frameworks.
• Experience working with enterprise software customers or in a DevOps environment.
• Strong understanding of AI-powered tools and how they can be leveraged to drive efficiency and insight.
• Proven history of achieving revenue and retention goals through consultative account management.
• Self-starter with strong collaboration, negotiation, and problem-solving skills.

The base salary range for this position is $105,000.00 - $125,400.00 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

As Senior Director, Corporate Strategy, you will be a key strategic partner to the CEO and executive leadership team, responsible for analyzing market opportunities, driving strategic initiatives, and shaping PagerDuty's growth trajectory in digital operations management and AI-powered enterprise software.

Reporting to the VP of Strategy and Corporate Development, you will operate at the tip of the spear—identifying opportunities, synthesizing insights, and delivering actionable recommendations that drive measurable business outcomes across the organization.

This role requires domain expertise in enterprise software, DevOps, and AI strategy, combined with the ability to move rapidly from ambiguous problem statements to clear, data-driven recommendations.

You will partner directly with senior executives across product, engineering, finance, sales, and marketing to ensure strategic alignment and translate corporate strategy into executable plans with clear ownership and accountability.

**This role is expected to come into the San Francisco office 2 days per week as part of PagerDuty’s hybrid work model, so you can thrive in your new role and fully embrace being a Dutonian!**

Responsibilities

• Corporate Strategy & Execution: Partner with the CEO and leadership team to define and lead corporate strategy, including key priorities, objectives, goals, and measurable outcomes; drive end-to-end strategy execution—from problem framing and analysis through actionable recommendations and implementation plans; lead strategic initiatives that create cohesive customer experiences  and drive fast decision-making at the executive and board level
  
  
• AI & Technology Strategy: Serve as the subject matter expert on enterprise AI strategy, with deep knowledge of AI adoption trends, competitive landscape, and emerging agent platforms; identify and develop AI-driven opportunities and initiatives that translate PagerDuty's AI investments into measurable business outcomes, providing recommendations on positioning, priorities, and go-to-market approaches
  
  
• Market Analysis & Financial Modeling: Conduct deep market analysis including TAM assessment, competitive positioning, emerging trends, and adjacency opportunities in DevOps, IT Ops, observability, and infrastructure software; build sophisticated financial models including P&L projections, investment scenarios, and return analysis for new markets, products, and strategic initiatives; evaluate strategic investments, pricing strategies, go-to-market models, and facilitate organizational prioritization with clear ROI analysis; support corporate development activities including market analysis for potential acquisitions and partnership synergies
  
  
• Cross-Functional Leadership & Team Development: Serve as a senior trusted partner to the  executive leadership team, influencing major strategic decisions, demonstrating the ability to lead strategic discussions and decision making; drive cross-functional collaboration to ensure strategic initiatives align with corporate objectives and establish clear execution ownership; communicate complex strategic concepts clearly and concisely to both technical and business audiences, influencing thinking and driving alignment; lead, coach, and scale a high-performing strategy team, fostering analytical rigor, bias for action, and accountability
  
  

Basic Qualifications

• Domain Expertise: Deep expertise in DevOps, IT Operations, observability, monitoring, incident management, infrastructure software, or adjacent enterprise application/infrastructure markets—with demonstrated understanding of enterprise software business models, go-to-market strategies, competitive dynamics and how AI is transforming enterprise software
  
  
• Education & Experience: MBA from a top-tier program (or equivalent work experience) and a prior Bachelor's degree with strong academic performance; 10+ years total work experience with several years of post-MBA experience in corporate strategy roles at enterprise technology companies, top-tier management consulting firm or comparable experience in a strategic role
  
  
• Strategic Execution & Analytics: Experience successfully managing strategic initiatives end-to-end—framing ambiguous problems, conducting research and analysis, synthesizing recommendations, and building actionable business and operational plans with demonstrated ability to move rapidly from problem to recommendation; exceptional analytical and financial modeling skills, with the ability to build complex financial models, investment scenarios, and ROI analyses
  
  
• Leadership & Communication: Proven success leading and developing high-performing strategy or consulting teams; exceptional at building relationships, collaborating, and influencing senior executives and cross-functional stakeholders; outstanding communicator who can convey complex ideas clearly and concisely in both business and technical discussions; bias for action as an entrepreneurial self-starter who takes initiative, moves quickly, and delivers results in a fast-paced, high-growth environment
  
  

Preferred Qualifications

• Industry Experience: Deep experience shaping enterprise AI strategy at leading enterprise software companies in DevOps, observability, monitoring, incident management, infrastructure software, or IT operations platforms
  
  
• Growth & M&A Experience: Strong track record in identifying and evaluating new market opportunities and supporting M&A initiatives including market analysis, synergy assessment, and integration planning
  
  
• Executive Presence & Board Experience: Proven ability to engage C-level leaders and board-level audiences with the experience in leading  strategic discussions, facilitating ambiguous, open-ended strategic conversations and driving them to actionable outcomes

The base salary range for this position is 180,000 - 303,600 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

Location: San Francisco, CA- Hybrid

Overview of the Role

PagerDuty is seeking an Enterprise Growth Account Executive with experience selling SaaS products to Enterprise accounts. In this role, you will report to a Regional Sales Director. We are seeking a dynamic sales champion who not only embraces technology but also knows how to excel while doing it! We're on the lookout for someone with a consultative sales approach, a proven knack for driving sales growth, and the ability to captivate a tech-savvy audience.

In this role, you will exhibit all the characteristics associated with a high performance sales culture, specifically leading and managing a pipeline of opportunities within our existing accounts to deliver results against sales targets. Your target accounts will fit our ideal customer profile model in the +$500 million in revenue space and focused on approximately 12-20 accounts. You will need to have the ability to go wide within accounts to align our operations cloud story to different stakeholders (multi-product catalog).  

As a customer-centric organization, PagerDuty places immense value on delivering exceptional sales experiences. Your mission will be to go above and beyond, ensuring our customers receive nothing short of the finest sales journey imaginable. 

This isn't just a job—it's an opportunity to showcase your sales prowess, leverage your tech-savviness, and inject your vibrant personality into every interaction. Join PagerDuty and be a part of a thrilling sales adventure where you'll thrive, have fun, and make a significant impact!

Key Responsibilities:

Value Selling-  Focus on highlighting the unique PD value and benefit our products and services can provide to a customer. It goes beyond just features and price, emphasizing the impact and solutions that address the customer's specific needs or challenges

• Possess a deep understanding of the problems and focus areas of your stakeholders and effectively communicating the technical wins and strategic business outcomes we can align to and drive with a PagerDuty partnership 
• Develops strategic plans that anticipate and address customer needs and preferences based on competitor knowledge and industry trends
• Identifies long-term strategies to grow accounts by aligning with our customers Big Problems and objectives

Sales Effectiveness- Establishing, overseeing and maintaining genuine connections with customers

• Negotiate positive business outcomes with existing customers for PagerDuty
• Managing and closing complex, multi-product sales cycles in the +$500 million in revenue space 
• Conducts consistent and effective conversations with senior-level executives (VP+) to garner interest and support for new initiatives
• Strong presentation skills verbally and visually by customizing content and slides to an internal or external audience; Shares information with customers to build credibility, show integrity, and highlight the value of PagerDuty; and tailors presentations to suit the audience's level and interests. 
• Encourages positive conversations between existing customers and sales teams, leading to solutions aligned with the customer's strategic vision. 

Sales Execution- Ensuring that one’s own and other’s work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled to contribute to PagerDuty's long-term strategic initiatives

• Planning - Mapping out your territory assignment, priority account targets and working with your greater support team to drive an effective territory strategy
• Utilize historical data and market trends to provide accurate forecasts to management
• Prospecting - leveraging our Marketing, Alliances, BDR programs to develop a point of view and approach to opening net new logo opportunities with a specific focus on Executive level alignment
• Create effective strategies and qualify opportunities within accounts, including plans for winning business for PagerDuty 
• Documenting key qualification details, including use case, purchase timeframes, and next steps (MEDDICC & COM Framework)
• Proactively engages internal resources and partners at the right time and in the right manner in order to move the sales process forward throughout their accounts.

Basic Qualifications

• 8-12 years field sales experience, preferably in software sales / SaaS sales
• 4-6 years of experience expanded into new areas of existing accounts 
• Enterprise Account Management experience with $500M+, Fortune 500 and Global 2000 companies
• Sold in a multi-product selling environment before
• Travel expectations around 30%

Preferred Qualifications

• Effective time management, complex deal management, account planning, and analytical skills
• Consistent track record of exceeding sales targets
• Self-sufficient with the ability to work independently and collaboratively
• Previous Sales Methodology training (e.g. MEDDIC, SPIN, Command of Message, Challenger Sales)

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

If you are within a 50 mile radius of the San Francisco office, it is required to come in two times per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is 130,000 - 150,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

PagerDuty is seeking a Commercial Account Executive to join our diverse, customer-focused team! In this role, you will report to a Director of Commercial Sales. Your focus will be on acquiring new business opportunities among a group of accounts that fit our ideal customer profile and have a higher propensity to buy and expand with PagerDuty. These accounts would sit in our commercial segment and would sit between 50-500 million in revenue.  Daily responsibilities include creating, developing, and managing net-new business deals and expanding our footprint once the account is landed.

Do you have a proven track record of success working with new logo accounts? Are you skilled in prospecting, organizing, and enjoy achieving victories? This is an exceptional opportunity for someone who is passionate about technology, has experience selling complex solutions, and can provide consultative guidance to clients. If you possess excellent time management skills, understanding when to prioritize closing deals and when to shift focus to pipeline development, we would love to talk to you! 

Key Responsibilities:

• Understand the problems and focus areas of your stakeholders and effectively communicating how PagerDuty will support and address those company priorities 
• Align use cases with the appropriate service offering
• Quickly adapt to the Command of the Message (COM) selling model and employing solution selling/customer-centric sales method\
• Develop a proactive point of view on solutions based on customer's biggest pain points
• Encourage positive conversations between new or potentially new customers and sales teams, leading to solutions aligned with the customer's strategic vision.
• Ensure complete customer satisfaction in all interactions
• Call and email executives at senior levels across various lines of business using scaled techniques and tools
• Document key qualification details, including use case, purchase timeframes, and next steps (MEDDICC Framework)
• Close and manage land-and-expand deals with the main focus on acquiring new customers
• Prioritize opportunities and allocating appropriate resources

Basic Qualifications

• 3+ years strong background in lead generation and prospecting, 2+ years of previous experience successfully closing net-new customer deals
• Experience with common SaaS software tools (SFDC, Outreach/Salesloft, Tableau, DemandBase, 6Sense)  

Preferred Qualifications:

• Proven ability to quickly gain trust with senior leaders, internal and external
• Highly organized with exceptional follow up skills
• Passion for cloud technologies

The base salary range for this position is 75,000 - 99,000 USD. This role may also be eligible for commission and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our San Francisco office two times per week, so you can thrive in your new role and fully embrace being a Dutonian!

The Senior Principal Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. The ideal candidate possesses the below qualifications and is willing to travel up to 25% of their time for in-person customer meetings. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs.

Responsibilities:

• 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.

Basic Qualifications:

• 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
• Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring 

Preferred Qualifications:

• Strong 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.

If you are within a 50 mile radius of the San Francisco office, it is required to come in two times per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is $124,800 - $171,600 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.