Strategic Customer Success Manager, PagerDuty

PagerDuty

Location:
Australia, Sydney

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Strategic Customer Success Manager at PagerDuty is responsible for building and fostering strong relationships with customers to help them accelerate their digital journey. This includes guiding customers through adoption of real-time operations, providing product knowledge, identifying risks, and recommending services to drive customer success. The role involves leading a cross-functional team to deliver a seamless experience and acting as the voice of the customer to shape PagerDuty's sales and product strategy. The position is based in Sydney, Australia, and offers a hybrid work model.

Job Responsibility:

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
recommend additional expert services needed to drive success when appropriate
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:

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

Nice to have:

Solid understanding of IT enterprise architecture, DevOps principles and modern IT monitoring
experience working in a DevOps environment or with a company going through a transition to DevOps

What we offer:

Competitive salary
comprehensive benefits package from day one
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
paid volunteer time off: 20 hours per year
company-wide hack weeks
mental wellness programs

Additional Information:

Job Posted:
August 22, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Strategic Customer Success Manager