Strategic Customer Success Manager (New York)

Pagerduty - Little Rock, AR

Full-time - Senior

Little Rock, AR

Publishing Industries

About the position

The Strategic Customer Success Manager at PagerDuty plays a crucial role in fostering strong relationships with key stakeholders within customer organizations, particularly at the executive level. This position is designed to help customers accelerate their digital transformation journey by leveraging the PagerDuty Operations Cloud. The Customer Success Manager will engage with customers across various market segments, sizes, and solution complexities, tailoring their approach to meet the unique needs of each client. In this role, the manager will utilize their extensive knowledge of the PagerDuty product to align with the customer's business priorities, guiding them on best practices in process, people, and change management. The goal is to drive customer adoption of real-time operations, ensuring that they achieve their stated business goals. The manager will proactively identify potential risks to customer success and collaborate with the sales team to develop effective risk mitigation strategies. Additionally, the Strategic Customer Success Manager will be responsible for creating and executing a comprehensive adoption path for PagerDuty products, detailing the current state and target future state with a clear timeline. They will deliver business value by understanding opportunities for cost reduction and growth within the customer's operations. The role also involves recommending additional expert services when necessary, communicating technical product changes, and representing the voice of the customer to inform sales processes and product roadmaps. The manager will lead cross-functional post-sales teams to ensure a seamless customer experience, prepare and facilitate business review meetings, training sessions, webinars, and other strategic interactions. They will also be tasked with predicting and forecasting risks, renewals, and expansions within their customer portfolio, making this a pivotal role in driving customer success and satisfaction.

Responsibilities

• 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.
• 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.

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.
• Permanently located in New York, and able to travel to customer sites as needed.

Nice-to-haves

• Solid understanding of IT enterprise architecture, Devops principles and modern IT monitoring is strongly preferred.
• Experience working in a DevOps environment or with a company going through a transition to DevOps.

Benefits

• Competitive salary
• Comprehensive benefits package from day one
• Flexible work arrangements
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
• Company equity
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent
• HibernationDuty - an annual company paid week off when everyone at PagerDuty is asked to take a much needed break
• Paid volunteer time off - 20 hours per year
• Company-wide hack weeks
• Mental wellness programs