• Plan, draft, and execute B2B marketing campaigns for prospective and active dealerships, partnerships, and sponsorships, collaborating with the Sales and Events teams to deliver multi-channel initiatives across email, landing pages, webinars, direct mail, and targeted 1:1 outreach to support acquisition, engagement, and retention. • Manage and maintain a master inventory of sellable marketing assets, coordinating with internal departments, and ensuring accurate tracking, allocation, and fulfillment across B2B programs. • Support partner and dealership onboarding by creating internal training materials, coordinating cross-functional activation of package assets, and supporting partners during onboarding • Own ongoing management of the Commercial Directory, ensuring content remains accurate and up to date. • Track, analyze, and report on campaign performance, providing insights and recommendations for continuous improvement, and assist with HubSpot CRM maintenance, including data cleanliness, list management, and lead generation support.

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 - 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. If you are within a 50 mile radius of the San Francisco office, it is required to come in two times per week, so you can thrive in your new role and fully embrace being a Dutonian! The base salary range for this position is $124,800 - $171,600 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 implementation phase through onboarding, training, executive sponsored meetings and goal/ KPI setting • Collaborate with internal teams through onboarding integration to create a strong foundation for partnership • Leverage Partner operational and CSAT data to track performance while proactively engaging with Vendors to maintain momentum and course correct as required • Track KPIs such as velocity of implementation, lead generation by vendor, revenue generated, vendor retention and satisfaction rate, residual reports • Build trusted relationships with key stakeholders within Modernizing Medicine and the Vendor organization to facilitate all areas of support directly related to Vendor Growth • Review the progress of Vendor Growth and ensure that milestones and KPIs are met, and that Vendors are successful • Drive revenue by cross selling services • Introduce, demonstrate, and sell new products and services to the partner community • Be responsible for the retention of vendors and recognition of at-risk characteristics and red flags • Be able to identify potential in accounts by studying current business, evaluating additional needs of our vendors and analyzing opportunities • Create and execute action plans on behalf of the vendor to engage appropriate cross functional teams to contribute to development, integration efforts, marketing, and channel (services) sales • Host training and webinars to get vendor sales teams up to speed on Modernizing Medicine product and service offerings • Work with Business Development managers to provide support by way of collateral resources, training support, etc

Role Description The Client Success Manager is responsible for overseeing client success activities, ensuring timely completion of plan tasks, monitoring project deadlines, and facilitating communication between clients and internal teams for a minimum of 125 plans. This role requires the ability to manage multiple projects, possess a proactive problem-solving mindset, and excel in written and verbal communication with both internal and external partners. - Key point of contact for clients and advisors ensuring client satisfaction and retention of their book of business. - Responsible for following up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements. - Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools. - Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) with plan amendments if needed. - Assist in the cross-selling of complimentary Definiti services. - Coordinate with RPCs to verify project launches and task handoffs, maintain oversight of plan wrap-up activities. - Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed. - Assist (as needed) with updating recordkeeping platforms and other tasks associated with client service. - Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues. - Maintain accurate documentation and records for compliance and audit purposes. - Work in a team environment with all teams across Definiti to meet client’s needs. - Identify and engage with high-risk clients to mitigate any controllable client losses. - Contribute to the ongoing development and refinement of Client Success Manager processes and best practices. Qualifications - Strong organizational and project management skills. - Excellent written and verbal communication and client service abilities. - Proficiency with PensionPro or similar TPA management software. - Demonstrates ability to work collaboratively across teams and adapt to evolving processes. - Strong time-management skills to meet deadlines and maintain project timelines. - Demonstrates exceptional attention to detail and highly developed organizational skills. - Possesses strong analytical skills to assess situations, identify effective solutions, and reconcile discrepancies. Requirements - High School Diploma or GED required. - Bachelor’s degree preferred. - Minimum of 3 years of experience in the retirement plan administration industry. - Broad knowledge of the retirement plan industry, willingness to obtain ASPPA QKA/QKS designation or NIPA equivalent within 1 year of hire. - Minimum of 3 years’ experience in a client facing customer support role. Remote Working Requirements - Ability to build rapport with others remotely while working productively with limited in-person interaction. - Have access to a reliable and consistently strong, high-speed internet connection suitable for remote work. - Designate a quiet, and well-lit space free of as many distractions as possible. - Be online and available to work during designated business hours in local time zone. - Accustomed to using Microsoft Teams (or similar virtual-meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications. - Accustomed with file-storage and file-sharing tools such as Microsoft SharePoint. Benefits - A virtual-first work philosophy for most jobs. - 401(k) with up to 4% match. - Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. - 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday. - Paid Parental Leave. - A variety of medical, dental and vision plan options including Definiti subsidized premiums. - Company-paid life insurance and short-term disability insurance. - Bonus plan eligibility.