The posting, in PagerDuty's own words
archived Nov 12, 2026PagerDuty, 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.
About the role
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.
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What you’ll do
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, and shared assets that help both customers and the CS team.