# Senior Principal Customer Success Manager  at PagerDuty

PagerDuty is hiring a Senior Principal Customer Success Manager  in Lisbon, Portugal. Level rates it Little AI ●○○○; you can [apply on PagerDuty](https://jobsbylevel.com/go/153f03ab-848a-4741-9e05-d230a4ef8d5e?utm_medium=ai-agent).

AI Level 1, AI centrality 29 out of 100. Lisbon.

## Details

- Company: [PagerDuty](https://jobsbylevel.com/companies/pagerduty)
- AI level: AI Level 1 (score 29 out of 100)
- Location: Lisbon
- Posted: November 12, 2026
- Apply: https://jobsbylevel.com/go/153f03ab-848a-4741-9e05-d230a4ef8d5e?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=senior-principal-customer-success-manager-at-pagerduty-53603a

## Prepare for this job

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## Description

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 Lisbon office 2 days a week. 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:

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/senior-principal-customer-success-manager-at-pagerduty-53603a

Source: https://jobsbylevel.com/jobs/senior-principal-customer-success-manager-at-pagerduty-53603a

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