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Customer Success Manager

New

Skills

Business Value ROI Modeling Consulting Skills Cross-Functional Team Leadership Customer Success Management DevOps Principles IT Enterprise Architecture PagerDuty Product Knowledge Public Sector Expertise Risk Mitigation Strategies SaaS Business Models

The Sr. Principal Customer Success Manager for the Public Sector in DC is responsible for building and nurturing executive-level trusted advisor relationships with customers’ IT, Engineering, and Support organizations. This role demands a hands-on knowledge of PagerDuty products to align with customer business priorities and drive real-time operations adoption.

Key Responsibilities
  • Establish and maintain trusted relationships with customer executives.
  • Apply PagerDuty product knowledge to customer business priorities.
  • Guide customers on process, people, and change management best practices.
  • Identify risks to customer goals and collaborate with sales for mitigation plans.
  • Create and execute a comprehensive adoption path for PagerDuty products.
  • Deliver business value by identifying opportunities for cost reduction and growth.
  • Communicate technical product changes and updates to customers.
  • Lead cross-functional post-sales teams to ensure seamless customer experiences.
  • Prepare and facilitate business reviews, training sessions, and demos.
  • 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.
  • In-depth expertise in Public Sector and SaaS business models.
  • Strong understanding of IT enterprise architecture and DevOps principles.
  • Knowledge of PagerDuty products and platform features.
  • Strong consulting skills and experience as a trusted advisor.
  • Ability to engage in C-level conversations and handle objections.
  • Experience in a DevOps environment or transition to DevOps.
  • Excellent collaboration skills in a fast-paced environment.
  • Unrestricted work authorization in Australia.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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