Customer Success Manager

PagerDuty is seeking an Enterprise Customer Success Manager to join our talented, customer-focused team! As an Enterprise Customer Success Manager, you will report to the Customer Success leadership team and partner closely with sales, product, and expert services teams to serve as a trusted advisor to our enterprise customers, building executive-level relationships and guiding customers through their digital transformation journey while driving adoption of real-time operations. This is an exciting opportunity to work with complex enterprise customers across various market segments and solution complexities, directly impacting their business outcomes and growth. The ideal candidate has extensive B2B SaaS experience with strong consulting skills and the ability to influence C-level stakeholders.

KEY RESPONSIBILITIES

Build and foster executive-level trusted advisor relationships with customers' IT, Engineering, and Support organizations to accelerate their digital journey

Demonstrate hands-on PagerDuty product knowledge by applying it to customers' business priorities and guiding them on process, people, and change management best practices

Produce and execute comprehensive adoption paths showing current state, target future state with timeline while proactively identifying risks and building mitigation plans

Deliver business value and innovation by understanding customers' opportunities to reduce costs and drive growth, recommending additional expert services when appropriate

Lead cross-functional post-sales teams to deliver seamless customer experiences while preparing and facilitating business reviews, training sessions, and strategic interactions

BASIC QUALIFICATIONS

5+ years of relevant industry expertise in a dynamic, customer-facing role within B2B SaaS organizations

Strong consulting skills with proven results working as a trusted advisor to drive business value for customers

Ability to drive effective and influential conversations at C-level with experience facilitating difficult discussions and handling objections

Experience building business value ROI models and forecasting risk, renewal, and expansion within customer portfolios

Advanced written and verbal English communication skills

PREFERRED QUALIFICATIONS

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

Experience working in a DevOps environment or with companies transitioning to DevOps

Proven ability to represent the voice of the customer to inform sales processes and product roadmap

Experience proactively communicating technical product changes, degradations, and updates to enterprise stakeholders

Strong presentation and facilitation skills for webinars, demos, and strategic customer interactions

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 tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

For external applicants, including employee referrals, this role is expected to come into our Santiago office 2 times per week, so they can thrive in their new role and fully embrace being a Dutonian!