Why This Job is Featured on The SaaS Jobs
This Senior Principal Customer Success Manager role sits at a common pressure point in modern SaaS: translating a technical platform into measurable outcomes for enterprise stakeholders. With PagerDuty rooted in real time operations and incident response, the work naturally intersects with DevOps, IT architecture, and operational maturity, making Customer Success a strategic function rather than a purely relationship driven one. The Toronto based, in person expectation also signals a role designed around high trust, high touch customer engagement.
For a SaaS career path, the remit builds durable skills in adoption strategy, renewal risk management, and value articulation across complex accounts. The emphasis on executive level advising, change management, and cross functional orchestration reflects how mature SaaS companies reduce churn and expand usage by aligning product capabilities to business priorities. Experience forecasting renewals and expansion, while serving as the voice of the customer into sales and roadmap conversations, is broadly transferable across B2B subscription businesses.
This role best suits someone who prefers consultative work with senior customer stakeholders and is comfortable navigating technical and organizational topics in the same conversation. It aligns with professionals who enjoy building structured success plans, leading post sales stakeholders without direct authority, and working in an environment where customer outcomes are tied to long term account health.
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 112,000 - 154,900 CAD. 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.
PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
This role is expected to come into our Toronto office 2 days per week, so you can thrive in your new role and fully embrace being a Dutonian!
