Strategic Customer Success Manager New York

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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The Strategic Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. 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 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.

Basic Qualifications:

• Experienced professional with at least 12-15 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

• Permanently located in New York, and able to travel to customer sites as needed

Preferred Qualifications:

• Solid understanding of IT enterprise architecture, Devops principles and modern IT monitoring is strongly preferred.

• Experience working in a DevOps environment or with a company going through a transition to DevOps.

The base salary range for this position is 127,000 - 195,000 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.

Not sure if you qualify?

Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

• Champion the Customer | Put users first to design great products and experiences.

• Run Together | Build strong teams that amplify our impact on users.

• Take the Lead | Disrupt and invent to be the first choice for users.

• Ack + Own | Take ownership and action to deliver more efficiently to users.

• Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site ( .

Your package may include:

• Competitive salary

• Comprehensive benefits package from day one

• Flexible work arrangements

• Generous paid vacation time

• Paid holidays and sick leave

• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO

• Company equity*

• ESPP (Employee Stock Purchase Program)*

• Retirement or pension plan*

• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*

• HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge

• Paid volunteer time off - 20 hours per year

• Company-wide hack weeks

• Mental wellness programs

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.