Sr. Principal Customer Success Manager - Toronto

Full-time Other-General

Travel up to 25% of time required for in-person customer meetings. This role is based in Toronto office, with hybrid model requiring presence 2 days per week.

Responsibilities

• Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations.
• Demonstrate hands‑on PagerDuty Product knowledge by applying it to the customer’s business priorities.
• Guide a customer on process, people and change‑management best practices to drive 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 plan 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’ opportunities to reduce cost and d...