Sr. Manager, Digital Customer Programming

PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. 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.

Join us. At PagerDuty youll tackle complex problems collaborate with kind and ambitious people and help build a more equitable worldall in a flexible award-winning workplace.

PagerDuty is seeking a Senior Manager Customer Lifecycle Programs to join our diverse customer-focused team! As Senior Manager Customer Lifecycle Programs you will report to senior leadership and partner closely with Sales Customer Success Product and Marketing teams as part of our Commercial customer engagement organization where you will lead a team of Program Managers responsible for designing and executing digital lifecycle programs that drive customer acquisition engagement expansion and retention across our 14000 Commercial customer base. This is an exciting opportunity to shape the strategic direction of customer lifecycle management while leading a high-performing team in a fast-paced data-driven environment where your work directly impacts customer experience and business growth. The ideal candidate has extensive experience in program management and people leadership with a passion for leveraging data and automation to create seamless customer journeys.

KEY RESPONSIBILITIES
Lead mentor and develop a team of Program Managers setting objectives conducting performance reviews and fostering professional growth in a culture of continuous improvement
Develop and execute comprehensive customer lifecycle program strategy for the Commercial segment ensuring alignment with broader organizational goals and cross-functional team objectives
Oversee the design and implementation of automated email campaigns in-app messaging and digital-first engagement strategies that improve acquisition drive product awareness and reduce churn
Partner with senior leadership across Sales Customer Success Product and Marketing to align program initiatives with company-wide customer journey goals and present strategic recommendations
Build and oversee comprehensive analysis of customer engagement data implement robust A/B testing methodologies and drive data-driven optimization strategies across all programs
Establish and monitor KPIs for team performance and program effectiveness translating insights into actionable improvements that deliver measurable business impact

BASIC QUALIFICATIONS
8 years of experience in program management marketing automation customer success or related field
4 years of people management experience leading program or marketing teams
Proven track record of scaling customer lifecycle programs and driving measurable business impact
Advanced analytical skills with proficiency in Excel Tableau Gainsight and Salesforce
Bachelors degree or equivalent degree or experience

PREFERRED QUALIFICATIONS
Experience in the SaaS industry with strong understanding of SaaS business models and customer lifecycle management
SQL proficiency and experience with advanced data analysis
Background in customer success growth marketing or revenue operations
Experience with in-app messaging tools customer engagement platforms and A/B testing methodologies
Previous experience managing teams in fast-paced high-growth environments

Hesitant to apply

We encourage you to submit your resume even if you dont meet every requirement. We value potential and consider each candidates full professional story. Whether youre exploring a career change or taking your next step we look forward to reviewing your application. If this just isnt 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 PagerDutys .

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation please email and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.