Senior Principal Customer Success Manager Job at PagerDuty (San Francisco)

Senior Principal Customer Success Manager

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-o...

Location

United States , New York

Salary:

124800.00 - 171600.00 USD / Year

PagerDuty

Expiration Date

Until further notice

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 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

Job Responsibility

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

What we offer

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)

Fulltime

Senior Principal Customer Success Manager

The Senior Principal Customer Success Manager is aligned at the customers' key s...

Location

United States , San Francisco

Salary:

124800.00 - 171600.00 USD / Year

PagerDuty

Expiration Date

Until further notice

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

Job Responsibility

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

What we offer

Bonus
Commission
Equity
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

Fulltime

Senior Principal Customer Success Manager

The Senior Principal Customer Success Manager is aligned at the customers' key s...

Location

United States

Salary:

112000.00 - 154900.00 USD / Year

PagerDuty

Expiration Date

Until further notice

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

Job Responsibility

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

What we offer

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

Fulltime

Senior Principal Customer Success Manager

The Senior Principal Customer Success Manager is aligned at the customers' key s...

Location

United States , Washington

Salary:

112000.00 - 154900.00 USD / Year

PagerDuty

Expiration Date

Until further notice

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
Unrestricted, permanent work authorization in Australia
Located in either the Sydney or Melbourne metro area, with ability to travel to local office and client sites as needed

Job Responsibility

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

What we offer

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

Fulltime

Principal Customer Success Manager

We are looking for a Principal Customer Success Manager to join our Customer Exp...

Location

Spain , Madrid

Salary:

Not provided

OneTrust

Expiration Date

Until further notice

Requirements

BA/BS in a relevant subject is required
6+ years in a client-facing role within a CSM role for strategic customers
Proven success and genuine enthusiasm for working directly with large customer and executives
Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
Management of Strategic customers including Fortune 500 companies
Experience coordinating, hosting, and leading strategic meetings with C level executives
Ability to build relationships with key customer stakeholders at all levels, including C-suite level
Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
Experience navigating B2B Enterprise SaaS solutions with an enthusiasm for technology
Experience using SFDC, Gainsight and other CS Technology applications

Job Responsibility

Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers
Elevate our operational components of how we deliver towards our customers
Act as the primary contact and sherpa to help your customers navigate OneTrust cross-departmentally to provide product guidance
Accelerate customer solutions through knowledge of their business and best practice guidance
Deliver proactive communication and manage mission-critical escalations
Align customer’s roadmap with our product roadmap
Advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests.
Understand each customer's industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business value
Deliver quarterly business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectives
Utilize Adoption metrics to share best practice, nurture value added activities, proactively identify risk and identify growth opportunities.

What we offer

comprehensive healthcare coverage
flexible PTO
equity RSUs
annual performance bonus opportunities
retirement account support
14+ weeks of paid parental leave
career development opportunities
company-paid privacy certification exam fees

Fulltime

Principal Customer Success Manager

The Customer Success Architect position is a technical champion within the Custo...

Location

United States

Salary:

115500.00 - 266000.00 USD / Year

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

10-15 years experience in IT management (ITOM)/APM fields
At least 5+ years experience in senior customer-facing positions as Implementation Architect, Service Delivery Architect, or Lead Solution Architect
In-depth knowledge and hands-on experience in Observability, Process Automation, Patching, AIOps
Familiarity with cloud-native design patterns, microservices, and modern web-scale architectures
Excellent written and oral communication skills
Ability to perform proactive problem management, issue resolution, and manage customer expectations
Ability to quickly learn and certify newer technologies

Job Responsibility

Drive adoption of OpsRamp products and best practices with customers
Manage technical health of Enterprise/GSI/OEM clients
Own structured adoption and outcomes leading to value realization, expansion, and growth
Work with customers' technical/operational decision-makers to identify and prioritize business problems
Define KPIs and use cases
Plan technical strategies and build solutions
Design solution and architecture
Serve as trusted partner for customer on use-case and product functionality
Lead customers in application of OpsRamp products and services
Perform health checks during customer success engagement lifecycle

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
Career development programs
Unconditional inclusion and flexible work arrangements

Fulltime

Principal Customer Success Manager

The Customer Success Architect position is a technical champion within the Custo...

Location

United States , New York

Salary:

115500.00 - 266000.00 USD / Year

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

10-15 years experience, preferably in the IT management (ITOM)/APM fields
At least 5+ years experience in senior customer-facing positions as an Implementation Architect, Service Delivery Architect, or Lead Solution Architect
In-depth knowledge and hands-on experience in one or more of the following: Observability, Process Automation, Patching, AIOps
An in-depth understanding of infrastructure management and intelligent automation is preferred
Familiarity with cloud-native design patterns, microservices, and modern web-scale architectures
Excellent written and oral communication skills, analytical, self-motivated, and quick on-the-job learning skills
Effectively multitask between initiatives with minimal oversight and provide a positive customer service attitude.

Job Responsibility

Being the trusted partner for the customer on use-case and product functionality
Lead customers in the application of OpsRamp products and services offerings to meet their Business Outcomes
Develop a deep understanding of OpsRamp IT Operations Platform, architecture, and its capabilities through training and hands-on experience
Build on the technical design and architecture developed during the implementation phase to maintain a point-in-time architecture for each customer
Serve as an important source for information regarding the customer’s technical needs and provide customer feedback
Perform and own the health checks during the customer success engagement lifecycle in a client environment
Understand and document client use cases and build best practice enablement and content packs for the various use cases
Track support and feature requirements and interface with the Product and Engineering team where required
Establish technical authority quickly with executive technical customer stakeholders
Invest time in documenting best practices, capturing and disseminating knowledge, and other initiatives.

What we offer

Flexibility to manage work and personal needs
Health and emotional wellbeing support
Personal and professional development programs
Unconditional inclusion
Career growth and skill application programs.

Fulltime

Senior Principal - Customer Success, Strategic Accounts

Senior Principal role in Customer Success for Strategic Accounts, focusing on bu...

Location

Australia , Sydney; Melbourne

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

12+ years in Customer Success, account management, consulting, or enterprise transformation, with a proven track record managing the largest, most complex strategic customers
Fluent Korean Speaking
Executive presence and experience delivering solutions at the SVP/C-level for Fortune 500/global enterprise customers
Demonstrated success in leading transformational initiatives that drive measurable customer outcomes (e.g., differentiated use cases, efficiency savings, accelerated growth and business outcomes (e.g., platform adoption, expansion, retention)
Experience with AI and digital transformation in enterprise environments
Strong understanding of Jira, Confluence, and Atlassian solution use cases, with the ability to advise on solution trade-offs and best practices
Proficiency with Customer Success Planning frameworks
experience using Gainsight, Salesforce, Tableau, or similar tools
Excellent problem-solving, communication, and stakeholder management skills

Job Responsibility

Executive Engagement & Trusted Advisor: Build and maintain trusted relationships with C-suite and senior executives, ensuring Atlassian is positioned as a strategic partner in their digital and AI transformation journeys
Outcome-Driven Success: Accelerate product adoption and deliver verifiable business outcomes, focusing on measurable value realization and expansion across global teams
Strategic Success Planning: Lead the development and execution of Customer Success Plans (CSPs) that align with customer business goals, including regular check-ins, QBRs, and strategic planning sessions. Leverage CSPs as a vehicle for driving adoption, retention, and expansion
Complex Program Leadership: Guide customers and internal teams through complex implementation and transformation initiatives, often involving multiple partners and stakeholders
AI & Emerging Tech Enablement: Advise customers on leveraging Atlassian’s AI and emerging technologies to enhance their strategies and operations
Risk Mitigation: Proactively identify risks, escalate issues, and drive mitigation strategies in partnership with account teams
Voice of the Customer: Serve as the customer advocate internally, providing actionable feedback to improve Atlassian’s products, services, and customer experience
Cross-Functional Collaboration: Partner with sales, product, support, and advisory services to deliver a seamless customer experience and maximize business value

What we offer

Health and wellbeing resources
paid volunteer days
a wide range of perks and benefits designed to support you, your family and to help you engage with your local community

Fulltime

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