Strategic Customer Success Manager (London)

London, United KingdomHybrid

Responsibilities

Build and foster executive-level trusted advisor relationships with the customer’s IT, Engineering and Support organizations.
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.
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 experiences 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.

Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more.
We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.
Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections. •
Working knowledge in a SaaS business model.
Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.
Good understanding of IT enterprise architecture, DevOps principles and modern IT monitoring is strongly preferred.
The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises.
With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations.