• Owning the client journey from onboarding and implementation through to steady‑state success • Building strong, trusted relationships with operational and executive client stakeholders • Running regular check‑ins, health reviews, and structured business reviews • Hands‑on configuration and ongoing updates within Prime Ecosystem to support client workflows and operational requirements • Working directly in the platform to set up, adjust, and optimise client environments as needs evolve • Supporting clients to adopt best‑practice workflows across Prime Ecosystem • Proactively identifying risks, issues, and improvement opportunities • Acting as the voice of the customer internally, ensuring feedback informs product and process improvements • Working closely with Product, Support, Training, and Delivery teams • Maintaining accurate client records, notes, and health indicators

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization, 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 the Public Sector and 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 - Unrestricted, permanent work authorization in Australia - Located in either the Sydney or Melbourne metro area, with ability to travel to local office and client sites as needed 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 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. Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts! Where we work 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. How we work 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. What we offer 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. Your package may include: - 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 laws)* - Paid volunteer time off: 20 hours per year - Company-wide hack weeks - Mental wellness programs *Eligibility may vary by role, region, and tenure About PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. Go behind-the-scenes on our careers site and @pagerduty on Instagram. Additional Information PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program.

• Own and optimize the Customer Success tooling stack: primarily Jira (support workflows, SLA tracking, escalation management, automation) and Planhat (customer health, segmentation, success plans, customer portal) • Design and implement automations across tools to eliminate manual work, reduce response times, and ensure data consistency across platforms • Build integrations and workflows that connect our systems (Jira ↔ Planhat ↔ Notion ↔ HubSpot) to create a seamless operational layer • Extract maximum value from existing data: build dashboards, reports, and alerts that give CSMs, CSEs, and CPAs the right information at the right time • Refine and optimize the usage of AI for Customer Success: identify where AI creates the most leverage across our operations and customer touchpoints • Develop and continuously improve AI agents: incorporate AI agent innovations to support internal teams (automated triage, knowledge retrieval, briefing generation) and customers (AI for support) • Stay current with AI capabilities and proactively propose new use cases that improve efficiency and customer satisfaction • Coordinate and improve processes between Customer Success and other teams (Product, Engineering, Sales) to ensure smooth handoffs and consistent service delivery • Structure and standardize how we deliver services to customers, making our operations more repeatable, measurable, and scalable • Monitor operational KPIs (response times, resolution rates, customer health trends, automation coverage) and drive improvements based on data • Implement Customer Satisfaction touch-point program to survey customers at key points along the customer journey • Champion a culture of continuous improvement: every tool, every automation, every process should get better over time

• Responsible for product and technical inquiries related to Voice AI solutions, ensuring high customer satisfaction and product adoption • Develop, optimize and maintain Voice AI workflows, including prompt design, speech recognition and natural interaction • Support and train customers to use Voice AI and SaaS products effectively, including onboarding and coaching • Analyze user feedback and performance data to continuously improve product quality, language models and customer success processes • Work closely with the product and engineering teams to further develop Voice AI features and automate internal processes • Identify upselling and cross-selling opportunities and actively contribute to expanding existing customer relationships • Contribute to building out the customer success infrastructure, e.g., by creating knowledge bases, FAQ systems and Voice AI demonstrations • Provide technical customer support via phone, voice calls or ticketing systems to resolve technical issues quickly and competently