Senior Manager of Digital Customer Programming, PagerDuty

• 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
• 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
• Bachelor's degree or equivalent degree or experience
• Experience with in-app messaging tools, customer engagement platforms, and A/B testing methodologies

Desirable

• 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
• 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 14,000+ 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
• 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