Customer Success Manager, PubSector

New

Skills

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

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

Key Responsibilities
  • Build and foster executive-level relationships with customers.
  • Guide customers on process, people, and change management best practices.
  • Identify risks to customer goals and collaborate on mitigation plans.
  • Produce and execute a comprehensive adoption path for PagerDuty products.
  • Communicate technical product changes and represent the voice of the customer.
  • Lead cross-functional post-sales teams to deliver seamless customer experiences.
  • Prepare and facilitate business reviews, training sessions, and strategic interactions.
  • Predict and forecast risk, renewal, and expansion 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 the 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 results as a trusted advisor.
  • Ability to drive effective conversations at the C-level.
  • Experience in a DevOps environment or transition.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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