Customer Success Manager

PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform. PagerDuty is seeking an Enterprise Customer Success Manager to join our talented, customer-focused team! As an Enterprise Customer Success Manager, you will report to the Customer Success leadership team and partner closely with sales, product, and expert services teams to serve as a trusted advisor to our enterprise customers, building executive-level relationships and guiding customers through their digital transformation journey while driving adoption of real-time operations. This is an exciting opportunity to work with complex enterprise customers across various market segments and solution complexities, directly impacting their business outcomes and growth. The ideal candidate has extensive B2B SaaS experience with strong consulting skills and the ability to influence C-level stakeholders. KEY RESPONSIBILITIES • Build and foster executive-level trusted advisor relationships with customers' IT, Engineering, and Support organizations to accelerate their digital journey • Demonstrate hands-on PagerDuty product knowledge by applying it to customers' business priorities and guiding them on process, people, and change management best practices • Produce and execute comprehensive adoption paths showing current state, target future state with timeline while proactively identifying risks and building mitigation plans • Deliver business value and innovation by understanding customers' opportunities to reduce costs and drive growth, recommending additional expert services when appropriate • Lead cross-functional post-sales teams to deliver seamless customer experiences while preparing and facilitating business reviews, training sessions, and strategic interactions BASIC QUALIFICATIONS • 5+ years of relevant industry expertise in a dynamic, customer-facing role within B2B SaaS organizations • Strong consulting skills with proven results working as a trusted advisor to drive business value for customers • Ability to drive effective and influential conversations at C-level with experience facilitating difficult discussions and handling objections • Experience building business value ROI models and forecasting risk, renewal, and expansion within customer portfolios • Advanced written and verbal English communication skills PREFERRED QUALIFICATIONS • Solid understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring • Experience working in a DevOps environment or with companies transitioning to DevOps • Proven ability to represent the voice of the customer to inform sales processes and product roadmap • Experience proactively communicating technical product changes, degradations, and updates to enterprise stakeholders • Strong presentation and facilitation skills for webinars, demos, and strategic customer interactions PagerDuty is a flexible, hybrid workplace . We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learn