Strategic Customer Success Manager

Posted on 6/5/2024



1,001-5,000 employees

Cloud platform for incident response operations


San Francisco, CA, USA

Required Skills
  • 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 San Francisco, and able to travel to customer sites as needed
  • Build and foster executive-level trusted advisor relationships with the customer’s 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

PagerDuty offers the Operations Cloud platform, providing incident response, AlOps, process automation, and customer service operations with 700+ integrations for faster resolutions, catering to developers, security incident response, critical event management, service ownership, and CollabOps.

Company Stage


Total Funding



San Francisco, California



Growth & Insights

6 month growth


1 year growth


2 year growth



Health, AD&D, Disability, Vision, Life, and Dental Insurance

Paternity and Maternity Leave

Employee Assistance Program

PTO (Vacation / Personal Days)

Sick Time

Remote Work

Adoption Assistance


Employee Stock Purchase Program

Flexible Spending Account

Student Loan Repayment Plan