Program Manager, PagerDuty

• Current Gainsight Certified Administrator certification
• 3+ years of experience administering Gainsight in a B2B SaaS environment
• Proven track record of implementing and optimizing digital customer success programs
• Strong analytical skills with experience in data analysis and reporting
• Experience with customer lifecycle management and email marketing analytics
• Excellent project management skills with ability to manage multiple priorities
• Fluent in English (written and verbal)
• Availability to work once a week in the office
• Advanced knowledge of Gainsight platform and its capabilities
• Proficiency in reporting tools and dashboard creation
• Experience with email marketing platforms and analytics
• Understanding of customer success metrics and KPIs

Desirable

• We are seeking an experienced Program Manager to join our Commercial Customer Success team, focusing on Gainsight administration and customer lifecycle management.
• This role will be instrumental in driving data-driven decisions and optimizing our customer success operations through effective use of Gainsight platforms and analytics
• Serve as the primary Gainsight administrator for the Commercial Customer Success organization
• Design, implement, and maintain comprehensive reporting systems within Gainsight
• Monitor and analyze lifecycle email performance metrics and provide data-driven recommendations for optimization
• Manage and update lifecycle reporting filters to align with evolving business requirements
• Oversee and maintain Gainsight architecture, ensuring optimal configuration and integration with other systems
• Collaborate with cross-functional teams to identify opportunities for process improvement and automation
• Create and maintain documentation for Gainsight processes and best practices
• Provide training and support to team members on Gainsight functionality and reporting capabilities