Customer Success Manager

New

Skills

Business Value ROI Models Change Management Consulting Skills Customer Success Management DevOps Principles IT Enterprise Architecture PagerDuty Product Knowledge Public Sector Expertise Risk Mitigation SaaS

As a Sr. Principal Customer Success Manager for the Public Sector in DC, you will build and foster executive-level trusted advisor relationships with customers’ IT, Engineering, and Support organizations. Your hands-on knowledge of PagerDuty products will be applied to help customers achieve their business priorities.

Key Responsibilities
  • Guide customers on process, people, and change management best practices to drive adoption of real-time operations.
  • Proactively identify risks to customer goals and collaborate with the sales team on risk mitigation plans.
  • Produce and execute a comprehensive adoption path for PagerDuty products, outlining current and future states.
  • Deliver business value by understanding opportunities to reduce costs and drive growth.
  • Communicate technical product changes and represent the voice of the customer in sales and product roadmap discussions.
  • Lead the cross-functional post-sales team to ensure a seamless customer experience.
  • Prepare and facilitate business reviews, training sessions, webinars, and demos.
  • Predict and forecast risks, renewals, and expansions within the customer portfolio.
Required Skills & Qualifications
  • 8-10 years of relevant customer-facing experience.
  • Proficiency in developing business value ROI models.
  • Expertise in the Public Sector and SaaS business models.
  • Strong understanding of IT enterprise architecture and DevOps principles.
  • Knowledge of PagerDuty products and platform capabilities.
  • Strong consulting skills with a track record of driving business value.
  • Ability to influence conversations at the C-level and manage objections effectively.
  • Experience in a DevOps environment or with companies transitioning to DevOps.
  • Unrestricted, permanent work authorization in Australia.
  • Proven ability to thrive in a collaborative, fast-paced environment.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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