Strategic Customer Success Manager

Strategic Customer Success Manager

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.
• Demonstrate 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.

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.

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 Sydney office 1-2 times per week, so you can thrive in your new role and fully embrace being a Dutonian!