Senior Principal Customer Success Manager
Core
Executive-facing partner to enterprise customers in UK, Ireland, and EMEA, building value relationships with leaders owning incident response and reliability to shape organizational use of PagerDuty.
Role type
Senior Principal Customer Success Manager (Enterprise)
Builds
Strategic roadmaps, playbooks, AI agents, and shared assets for customers and the CS team.
Domain
Digital Operations / Incident Management / AI
Required skills
Enterprise account management, executive stakeholder management, strategic roadmap co-creation, change management, risk mitigation, incident management and alerting domain knowledge, AI tool usage (Claude/OpenAI Codex), value case building.
Preferred skills
German or French fluency, experience with consumption/credit/AI-based pricing models, building AI workflows for teams.
Responsibilities
Own end-to-end customer journey from kick-off to renewal/expansion; build relationships with executives; co-create strategic roadmaps aligned to customer OKRs; lead organizational change for adoption; run executive business reviews; identify and mitigate risks; collaborate with Sales/Product/Marketing to grow accounts; advise on best practices and build shared assets.
Seniority
Senior, hands-on IC with executive-level engagement