Why This Job is Featured on The SaaS Jobs
This Senior Principal Customer Success Manager role sits in a mature SaaS category where customer outcomes are tightly linked to operational reliability and incident response. In that context, success is less about onboarding mechanics and more about influencing how enterprise teams adopt new operating models across IT, engineering, and support. The remit signals a post sales seat that operates close to the strategic center of a subscription business, where retention and expansion depend on measurable, executive level value.
For a SaaS career, the long term upside is exposure to the full lifecycle of enterprise accounts, including adoption planning, risk forecasting, and renewal health. The work naturally builds fluency in common SaaS levers such as value realization, change management, and cross functional orchestration with sales, services, and product. Experience translating platform capabilities into business cases and ROI models also travels well across SaaS companies selling to technical stakeholders.
This is best suited to a senior operator who prefers customer facing work with high autonomy and is comfortable leading complex conversations with C level sponsors. It will fit someone who enjoys blending technical credibility with structured account strategy, and who can balance remote collaboration with periodic in person executive meetings.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
The Senior Principal Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. The ideal candidate possesses the below qualifications and is willing to travel up to 25% of their time for in-person customer meetings. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs.
Responsibilities:
- Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations.
- Demonstrates 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 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.
- When appropriate, recommend additional expert services needed to drive success.
- Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.
- 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 experience 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.
Basic Qualifications:
- 8-10 years of relevant customer-facing experience and a demonstrated track record of success
- Proficiency in developing comprehensive business value ROI models, with an ability to drive strategic decision-making and deliver tangible results
- In-depth expertise in SaaS business models, including a strong understanding of market trends, competitive landscapes, and customer needs
- Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring
Preferred Qualifications:
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
- Knowledge of PagerDuty products and platform features/capabilities
- Thrive in a collaborative fast pace environment and as a part of a results oriented team.
- Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
- Worked in a DevOps environment or with a company going through a transition to DevOps.
The base salary range for this position is $124,800 - $171,600 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.
Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.
Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.
