Program Manager, Customer Success

PagerDuty • Toronto • 1m ago

About the Role

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.

Key Responsibilities

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

Required Qualifications

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

Preferred Qualifications

Experience with Salesforce
Background in customer success or account management

Technical Skills

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

The base salary range for this position is 72,000 - 109,000 CAD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.