Senior Principal Customer Success Manager
Be an executive-facing partner to enterprise customers, driving their success with PagerDuty's platform across the UK and EMEA.
Posted by employer 1 day ago
First seen on Joblaze 5 hours ago
Last verified on the company career page 5 hours ago
Skills & Technologies
What you'll build
- Own the customer journey end to end
- Build value relationships with executives
- Co-create a strategic roadmap with each customer
- Run executive business reviews
- Advise customers on best practices
Must have
- Six to ten years in enterprise Customer Success
- Sustained engagement at VP and C-level
- Track record of renewal and expansion outcomes
- Working understanding of incident management
- Daily use of AI tools
Nice to have
- Fluency in German or French
- Experience moving customers to consumption-based pricing
- Examples of AI skills or workflows built
Practical constraints
- Some customer travel within Europe required
- Working out of London office 2 days a week
AI in the day-to-day
Daily, hands-on use of AI tools such as Claude or OpenAI Codex.
Requirements
- Experience
- 6–10 years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In the role of Senior Principal Customer Success Manager at PagerDuty, the individual will manage the entire customer journey for key enterprise clients, focusing on enhancing their incident response and service reliability. This position requires a strong background in enterprise customer success, with hands-on experience in incident management and AI tools, as well as the ability to build strategic relationships with C-level executives. Ideal candidates will have a proven track record of driving customer engagement and expansion, making this role suitable for seasoned professionals in the field.
Joblaze insights
- Listed today — first seen on Joblaze November 13, 2026. Last confirmed on PagerDuty's careers page November 13, 2026.
- This exact title is also open at 1 other location at PagerDuty: Lisbon, Portugal.
Quick facts
- Is the Senior Principal Customer Success Manager role remote?
- It's hybrid — PagerDuty expects some on-site time in London, United Kingdom.
- How much experience is required?
- 6–10 years of relevant experience for this Senior Principal Customer Success Manager role.
- Where is the role based?
- PagerDuty is hiring for this position in London, United Kingdom.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI/ML, Alerting, DevOps, Incident Management.
- What seniority level is this role?
- PagerDuty targets principal-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Principal Customer Success Manager role at PagerDuty.
From the original posting
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.
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.
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, AI agents and shared assets that help both customers and the CS team.
Basic Qualifications:
- 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.
Preferred Qualifications:
- 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 London office 2 days a week.
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