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Strategic Customer Success Manager

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PagerDuty

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Location:
Canada , Toronto

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Category:
Sales

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Contract Type:
Employment contract

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Salary:

132000.00 - 182000.00 CAD / Year
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Job Description:

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.

Job Responsibility:

  • 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
  • Deliver business value and innovation to a customer's business by understanding the customers' opportunity to reduce cost and drive growth
  • 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
  • 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 10-15 years relevant industry expertise
  • 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
  • Experience building Business value ROI models
  • Thrive in a collaborative fast pace environment and as a part of a results oriented team
  • Working knowledge in a SaaS business model
  • Strong knowledge of PagerDuty product and platform features and capabilities is highly desired
  • Good understanding of IT enterprise architecture, DevOps principles and modern IT monitoring is strongly preferred
  • Worked in a DevOps environment or with a company going through a transition to DevOps

Nice to have:

  • Strong knowledge of PagerDuty product and platform features and capabilities
  • Good understanding of IT enterprise architecture, DevOps principles and modern IT monitoring
  • Worked in a DevOps environment or with a company going through a transition to DevOps
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
  • Paid volunteer time off: 20 hours per year
  • Company-wide hack weeks
  • Mental wellness programs

Additional Information:

Job Posted:
November 07, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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