Role Overview

The Principal Customer Success Manager at PagerDuty plays a pivotal role in accelerating customers' digital journeys. Aligned at the executive stakeholder level, you'll build trusted advisor relationships with IT, Engineering, and Support leaders across diverse market segments. PagerDuty (NYSE: PD), trusted by nearly half of the Fortune 500 and two-thirds of the Fortune 100, empowers modern businesses with always-on digital experiences.

In this position, you'll handle complex customer portfolios varying in size, solution complexity, and lifecycle stages. Your expertise will guide customers toward real-time operations mastery, mitigating risks, forecasting expansions, and representing their voice in product roadmaps. This is more than customer management—it's strategic partnership driving ROI and innovation.

London-based professionals will thrive in PagerDuty's flexible, award-winning workplace, collaborating with ambitious teams to solve complex problems and build a more equitable world. If you have 5-10+ years in SaaS customer success, DevOps knowledge, and C-level influence skills, this role positions you at the forefront of digital transformation.

Key Responsibilities

As a Principal Customer Success Manager, your impact spans relationship building, adoption strategy, and business outcomes. Here's what you'll do daily:

• Build and foster executive-level trusted advisor relationships with customer's IT, Engineering, and Support organizations to ensure alignment on strategic goals.
• Demonstrate hands-on PagerDuty product knowledge by mapping platform capabilities directly to customer's business priorities and KPIs.
• Guide customers through process, people, and change management best practices, accelerating adoption of real-time operations workflows.
• Proactively identify risks to business goal achievement and partner with sales teams to develop comprehensive risk mitigation plans.
• Produce detailed adoption roadmaps showing current state assessments, target future states, and actionable timelines for PagerDuty product expansion.
• Deliver quantifiable business value by identifying cost-reduction opportunities and growth drivers through platform optimization.
• Recommend expert services, training, or partners to maximize success when gaps are identified in customer maturity.
• Proactively communicate product updates, including technical changes, degradations, outages, and end-of-life information to maintain trust.
• Champion the voice of the customer internally, shaping sales processes, product roadmaps, and feature prioritization.
• Lead cross-functional post-sales teams—including sales, product, and support—to orchestrate seamless customer experiences.
• Prepare and facilitate high-impact business reviews, executive trainings, webinars, demos, and strategic workshops.
• Predict and forecast portfolio risks, renewals, and expansion revenue with data-driven insights.
• Conduct platform health checks and maturity assessments to sustain long-term partnership success.
• Drive customer retention and upsell opportunities by aligning PagerDuty innovations with evolving business needs.

These responsibilities demand strategic thinking, technical acumen, and relationship mastery—hallmarks of a Principal CSM at PagerDuty.

Qualifications

To excel as PagerDuty's Principal Customer Success Manager in London, bring these qualifications:

• 5-10 years of relevant industry expertise in enterprise customer success, account management, or strategic consulting.
• Proven track record building business value ROI models that demonstrate tangible financial impact.
• Strong working knowledge of SaaS business models, including ARR management, churn reduction, and expansion strategies.
• Deep knowledge of PagerDuty products, platform features, integrations, and real-time operations capabilities (highly preferred).
• Expert understanding of IT enterprise architecture, DevOps principles, modern IT monitoring, and incident management.
• Consulting skills with proven results as a trusted advisor driving multimillion-dollar customer outcomes.
• Ability to influence C-level executives, facilitate tough conversations, and adeptly handle objections.
• Thrives in collaborative, fast-paced environments as part of results-oriented teams.
• Experience leading cross-functional teams for post-sales execution and customer orchestration.
• Willingness to travel to client sites for key meetings and workshops as needed.
• Familiarity with digital operations, AIOps, and modern observability stacks.

Basic qualifications set the foundation; preferred ones like DevOps experience and C-level engagement will accelerate your success.

Salary & Benefits

PagerDuty offers competitive compensation for Principal Customer Success Managers in London, estimated at $140,000 - $180,000 USD base annually (equivalent in GBP), plus performance bonuses, commissions, and equity. Total compensation often exceeds $250,000 for top performers.

Benefits include:

• Unlimited PTO and flexible working hours
• Comprehensive health coverage and mental health support
• 401(k) matching and stock options
• Paid parental leave (16 weeks)
• Professional development stipend
• Home office setup and wellness reimbursements
• Global volunteer time off
• Team events and recognition programs

This package reflects PagerDuty's commitment to attracting senior talent in competitive markets like London.

Why Join PagerDuty?

PagerDuty isn't just a job—it's a mission to power digital resilience for the world's leading companies. Join nearly half the Fortune 500 and Forbes AI 50 innovators who rely on us. In London, you'll collaborate in a flexible, inclusive environment voted best places to work.

Expect complex challenges, kind ambitious colleagues, and real-world impact. Advance your career with global exposure, cutting-edge SaaS tools, and a culture prioritizing equity and innovation. Principal CSMs here shape customer success at scale, influencing product evolution and enterprise digital strategies.

London's tech hub offers unparalleled networking, while PagerDuty's hybrid model balances work-life harmony. If you're passionate about DevOps, customer-centricity, and business transformation, this is your platform to excel.

How to Apply

Ready to elevate your Customer Success career? Visit PagerDuty Careers and search for Principal Customer Success Manager - London. Submit your CV, cover letter highlighting ROI wins and executive relationships, and LinkedIn profile. Applications reviewed on rolling basis—apply now to join a world-class team driving digital operations forward.

PagerDuty values diversity; we encourage applications from all backgrounds. Learn more about our life at PagerDuty.