• Ownership of GRR and Book of Business (BOB): Take full ownership of a portfolio of high-value mid-market accounts, driving Gross Revenue Retention (GRR) by ensuring customer satisfaction, renewals, and expansion opportunities (upsell and cross-sell). • Technical Expertise: Ensures customers achieve their desired outcomes by providing technical guidance, solution implementation, and ongoing product adoption support. • Lead GRC Transformation Projects: Oversee planning and execution of client GRC transformation programs, collaborating with internal product and delivery teams to align project outcomes with customer business goals. • Trusted Advisor to CISOs and Executives: Engage directly with CISOs, CIOs, and senior stakeholders as a strategic advisor, sharing actionable insights on security, compliance, and best practices to build long-term partnerships. • Own and Monitor Account Health Metrics: Proactively track and improve leading KPIs such as NPS, product adoption, usage depth, and engagement trends to ensure customer health and preempt risks. • Drive Strategic Reviews (QBRs & EBRs): Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), presenting outcomes, value realized, and aligning on future strategies with both operational and executive stakeholders. • Mentor & Enable Team as SME: Act as a subject-matter expert (SME) within the CS team, mentoring other CSMs in handling complex customer scenarios, improving internal processes, and shaping playbooks for scale.

• Create and evolve data-driven CRM strategies across the entire customer journey: acquisition, engagement, retention, and reactivation. • Develop and maintain automated, personalized communication workflows. • Prepare briefs for content creation and validation with a performance focus. • Implement campaigns in CRM platforms, coordinating technical implementation with developers. • Design and run A/B tests and experiments focused on continuous optimization. • Analyze KPIs, produce reports, and present insights with actionable recommendations for improvement. • Prioritize requests, manage the backlog, and engage with diverse stakeholders. • Collaborate with multidisciplinary teams (developers, PMs, BAs) to advance initiatives. • Ensure flawless execution of seasonal campaigns and ad-hoc communications.

• 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.

• 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.