Senior Principal Customer Success Manager

Role Overview

As a Senior Principal Customer Success Manager, you will be an executive-facing partner to some of PagerDuty’s most important enterprise customers across the UK, Ireland, and wider EMEA. You will build value relationships with the leaders who own incident response and reliability, and shape how their organisations use PagerDuty to meet their goals.

What You Will Do

Own the customer journey end to end, from strategic kick-off and the Sales handover through to QBRs, renewal, and expansion. Build value relationships with executives accountable for incident management, alerting, and service reliability.

Why It Might Be a Fit

You will work closely with Sales, Product, and Marketing, and share what you build so the whole team gets better. Identify risks to customer goals early, agree mitigation with the customer and Sales, and own the outcome.

Requirements

• Six to ten years in enterprise Customer Success, account management or a similar role, with sustained engagement at VP and C-level.
• A track record of taking customers from little use to full use, and of renewal and expansion outcomes you can show.
• Experience building value cases and running reviews that change decisions.
• A working understanding of incident management, alerting, and DevOps, enough to advise practitioners on integrations and workflows.
• Daily, hands-on use of AI tools such as Claude or OpenAI Codex, and a record of building something others now use, whether for customers or your team.

Benefits

• 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
• Paid volunteer time off
• Company-wide hack weeks
• Mental wellness programs