Senior Customer Success Manager
9h ago

Together we’re building a company that will endure and products people will love for generations to come. We believe that people do their best in a culture that fosters inclusion, innovation, and success.

Our values - Champion the Customer, Take the Lead, Run Together, Ack + Own and Bring Yourself - serve as the foundation of our collaborative and dynamic culture.

Whether it’s conducting a retrospective, participating in our monthly Hackdays, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day.

Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.

Solve for what’s next at PagerDuty. Why We Need You Inclusion and diversity have been part of our cultural values since day one.

From our CEO to our newest Dutonian, we take individual ownership in creating a work environment where everyone can thrive.

We are excited to find Senior Customer Success Manager for PagerDuty’s next phase of growth. You will join a team of experienced, collaborative, fun organization that is passionate about PagerDuty’s success.

You will be responsible for ensuring that our most strategic customers are successful in their use of our services. You will focus on maximizing customer value and accelerated adoption of PagerDuty across their customer base.

As a Sr. Customer Success Manager, you are key a contributor to PagerDuty's "Customers for Life" strategic vision, and will work with customers throughout their lifecycle.

How You Impact Our Vision

  • Assisting and enabling enterprise customers with on-boarding, configuration and ongoing product adoption to maximize the customer success experience.
  • Partnering with the Sales organizations to create an engagement strategy
  • Establishing relationships with decision makers across your book of business and lead strategic meetings to discuss account usage and opportunity
  • Identifying accounts that are likely to churn using product data, queries and information to support your analysis
  • Optimizing the customer experience so that they are empowered to improve their successful work that they are doing while leveraging the PagerDuty platform
  • About You

  • Bachelor's degree (preferred), ideally in a technical field
  • 5-10 years previous enterprise experience in a customer facing role
  • You have previous experience working to support a highly technical product
  • You have previous experience leading in-person presentations
  • Building and maintaining meaningful and sustainable relationships with C-level business leaders and decision makers
  • Previous experience on-boarding and leading new customers and working to develop extensive customer enablement documentation or create and build webinars
  • Captures, builds and assesses information through MySQL or other tools (Looker, Salesforce).
  • Have excellent presentation, written and verbal communication skills
  • Have proven time management skills with the ability to prioritize tasks
  • Thrive in a collaborative fast pace environment and as a part of a results oriented team.
  • Knowledge of popular SaaS or on-prem tools like ServiceNow, Jira, Slack, Salesforce
  • Ability to work independently using standard approaches and share knowledge that may benefit the team
  • Strong technical aptitude - Can talk about technical subjects with subject matter experts
  • Nice to Have

  • Experience with a REST API
  • Systems administration experience (Linux, Windows)
  • Knowledge of modern IT monitoring environments
  • Worked in a DevOps environment or with a company going through a transition to DevOps
  • PagerDuty offers : Competitive salaries and company equity Comprehensive benefits package including : medical, dental, and vision plans for you, your spouse and family, cell phone allowance and moreLife assurance and income protection Retirement Pension PlanGenerous parental leavePaid holidays (25 days) in addition to 8 paid stat holidays and ample sick leavePaid employee Volunteer Time - 20 hours per yearMonthly company wide hack daysPagerDuty is committed to creating a diverse environment and 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.

    PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.

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