Strategic Customer Success Manager (London)

PagerDuty is seeking a Strategic Customer Success Manager to build and foster strong relationships with customers, guiding them on process, people, and change management best practices to drive adoption of real-time operations. The ideal candidate will have 10-15 years of relevant industry expertise, strong consulting skills, and the ability to drive effective conversations at the C-level.

Requirements

• 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.

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 & Hibernation Duty
• Paid parental leave
• Paid volunteer time off
• Company-wide hack weeks
• Mental wellness programs