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.
