Senior Principal Customer Success Manager

PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform.

As a Senior Principal Customer Success Manager you will be an executive-facing partner to some of PagerDuty’s most important enterprise customers across the UK, Ireland and wider EMEA. You will build value relationships with the leaders who own incident response and reliability, and shape how their organisations use PagerDuty to meet their goals. You will work closely with Sales, Product and Marketing, and you will share what you build so the whole team gets better.

• Own the customer journey end to end, from strategic kick-off and the Sales handover through to QBRs, renewal and expansion, and hold the standard consistent across your accounts.
• Build value relationships with the executives accountable for incident management, alerting and service reliability, not only the teams who use the product day to day.
• Co-create a strategic roadmap with each customer, aligned to their critical OKRs for incident response and alerting, and agree objectives and measures with them.
• Lead the change that comes with it: process, ownership and behaviour, so customers adopt what they have bought and keep using it.
• Run executive business reviews that set direction for the next period, not only report on the last one.
• Identify risks to customer goals early, agree mitigation with the customer and Sales, and own the outcome.
• Work across Sales, Product and Marketing to grow accounts, feed customer evidence into the roadmap, and sharpen how we position value.
• Advise customers on best practice across incident and alerting workflows, and build playbooks, AI agents and shared assets that help both customers and the CS team.

• Six to ten years in enterprise Customer Success, account management or a similar role, with sustained engagement at VP and C-level.
• A track record of taking customers from little use to full use, and of renewal and expansion outcomes you can show.
• Experience building value cases and running reviews that change decisions.
• A working understanding of incident management, alerting and DevOps, enough to advise practitioners on integrations and workflows.
• Daily, hands-on use of AI tools such as Claude or OpenAI Codex, and a record of building something others now use, whether for customers or your team.

• Fluency in German or French.
• Experience moving customers to consumption, credit or AI-based pricing.
• Examples of AI skills or workflows you built for your team, and how they changed the way it works.

There will be some customer travel within Europe required for this role and be working out of our brand new designed Lisbon office 2 days a week.

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PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:

Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Candidates must reside in an eligible location, which vary by role.

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local l