Job Description
PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation Cloud Migration and DevOps Modernization. Notable customers include GE Cisco Genentech Electronic Arts Cox Automotive Netflix Shopify Zoom DoorDash Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development IT Customer Service Security and other teams across the organization.
The Senior Principal Customer Success Manager is aligned at the customers' key stakeholder level building and fostering strong relationships to help customers accelerate their digital journey. The ideal candidate possesses the below qualifications and is willing to travel up to 25% of their time for in-person customer meetings. 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 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.
- 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:
- 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
Preferred Qualifications:
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
- Knowledge of PagerDuty products and platform features/capabilities
- Thrive in a collaborative fast pace environment and as a part of a results oriented team.
- Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
- Worked in a DevOps environment or with a company going through a transition to DevOps.
The base salary range for this position is $124800 - $171600 USD. This role may also be eligible for bonus commission equity and/or benefits.
Our base salary ranges are determined by role level and location. The range which is subject to change based on primary work location reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range we determine pay for an individual based on a number of factors including market location job-related knowledge skills/competencies and experience.
Your recruiter can share more about the specific offerings for this role as well as the salary range for your primary work location during the hiring process.
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Where we work
PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta Lisbon London San Francisco Santiago Sydney Tokyo and Toronto. While we offer flexibility within our established locations we cannot employ candidates residing in:
Location restrictions:
Australia: Northern Territory Queensland South Australia Tasmania Western Australia
Canada: Alberta Manitoba Newfoundland Northwest Territories Nunavut PEI Quebec Saskatchewan Yukon
United States: Alaska Hawaii Iowa Louisiana Mississippi Nebraska New Mexico Oklahoma Rhode Island South Dakota West Virginia Wyoming
Candidates must reside in an eligible location which vary by role.
How we work
Our values guide how we support customers collaborate with colleagues develop products and foster a culture of belonging. They define not just our actions but what it means to be Dutonian.
People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self Lead the Team Lead the Business and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development career promotion and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities prioritize their efforts and drive engagement and performance.
What we offer
As a global organization our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more including country-specific offerings on our benefits site.
Your package may include:
- 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)*
- Paid volunteer time off: 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
*Eligibility may vary by role region and tenure
About PagerDuty
PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core PagerDuty empowers teams to detect and resolve issues in real time orchestrate complex workflows and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50 as well as approximately two-thirds of the Fortune 100 PagerDuty is essential for delivering always-on digital experiences to modern businesses
PagerDuty is Great Place to Work-certified™ a Fortune Best Workplace for Millennials a Fortune Best Medium Workplace a Fortune Best Workplace in Technology and a top rated product on TrustRadius and G2.
Go behind-the-scenes on our careers site and @pagerduty on Instagram.
Additional Information
PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race religion color national origin gender sexual orientation age marital status parental status veteran status or disability status. Your privacy is important to us. By submitting an application you confirm that you have read and understand PagerDuty's Privacy Policy.
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation please email [email protected] and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.
Skills Required
- 8-10 years of relevant customer-facing experience and a demonstrated track record of success
- Proficiency in developing comprehensive business value ROI models
- In-depth expertise in SaaS business models
- Strong understanding of IT enterprise architecture DevOps principles and modern IT monitoring
What the Team is Saying
PagerDuty Compensation & Benefits Highlights
- Leave & Time Off Breadth—Company‑wide recharge time (an annual shutdown and periodic Wellness Days) complements PTO and holidays so employees can disconnect together. Paid volunteer hours further expand time‑off options for mission‑driven work.
- Parental & Family Support—Parental leave is explicitly provided with family‑planning and parenting support through Cleo and references to backup care resources. These programs are designed to support caregivers through leave and the transition back to work.
- Healthcare Strength—Health coverage begins on day one with multiple Aetna PPO/HDHP options and Kaiser HMO choices in California plus dental and vision plans. Mental‑health access via Headspace Care and a global EAP with Calm for Kaiser members strengthens the care ecosystem.
PagerDuty Insights
What We Do
PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps Automation Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible resilient and scalable platform to increase innovation velocity grow revenue reduce cost and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise. PagerDuty is Great Place to Work-certified™ a Fortune Best Workplace for Millennials a Fortune Best Medium Workplace a Fortune Best Workplace in Technology and a top rated product on TrustRadius and G2. Go behind-the-scenes at careers.pagerduty.com and @pagerduty on Instagram.
Why Work With Us
PagerDuty offers a hybrid flexible environment where ambition thrives. We champion innovation learning and growth through our core values: Champion the Customer Take the Lead Run Together Ack & Own and Bring Your Self. Join us!
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PagerDuty Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer a hybrid flexible workplace while also providing ample opportunities for connection in-person and virtually with your colleagues.
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