In this role, you'll be responsible for designing, developing, and managing digital lifecycle programs for our 14k+ Commercial customers. You'll work cross-functionally with Sales, Customer Success, Product, and Marketing to build automated journeys across email, in-app, and Slack that drive awareness, adoption, expansion, and retention. This is a data-heavy role: you'll be expected to read the data, infer the next best step, and know when to pivot or proactively stop a program successfully communicating your recommendations with stakeholders. You're comfortable using AI tools like Claude to prototype and build faster.
Responsibilities
Program Design & Execution
- Build and manage automated email lifecycle journeys in both Marketo and Gong Engage, targeted at specific sales and customer success stages.
- Partner with Product to adjust and evolve the in-app experience with messaging, prompts, flows etc in order to drive specific customer outcomes.
- Build messaging that deploys in Slack to drive product adoption.
- Use AI tools (e.g., Claude) to prototype and speed up program design and build; design or leverage AI agents to support SDR, Sales, and/or CSM workflows where they add real leverage.
- Collaborate with Sales, Customer Success, Product, Marketing, and other internal teams to ensure program alignment with the overall customer journey.
- Test small before you scale: validate results, then automate the journeys that work.
Data-Driven Decisions & Reporting
- Continuously analyze customer engagement and usage data across the Commercial segment to infer next-best actions to decide what to build next, what to adjust, and what to pivot away from.
- Work independently, and with the data analytics team, to gather and interpret customer engagement data.
- Implement A/B testing methodologies to continuously validate and improve program effectiveness.
- Translate data into concrete, actionable recommendations
- Communicate program results and data-backed recommendations to senior leadership.
Automation & Optimization
- Champion the use of automation and AI tools/platforms including Marketo, Gong Engage, Slack, and Claude — to streamline program execution and data collection.
- Analyze performance metrics across email, in-app, and Slack channels to optimize campaign and program strategy.
Qualifications
- 5+ years of experience in program management, marketing automation, or a related field.
- Hands-on experience building automated lifecycle email journeys in tools like Marketo and/or Gong Engage.
- A genuinely data-heavy skill set: proven ability to dig into engagement/usage data, infer next steps, and know when to pivot or kill a program — not just report on outcomes after the fact. SQL proficiency required.
- Experience building or deploying messaging in Slack (or a comparable workplace tool) to drive adoption.
- Working fluency with AI tools (e.g., Claude or similar) to prototype and accelerate program design and build.
- Proven track record designing and implementing successful, end-to-end customer lifecycle programs.
- Comfortable operating in a fast-moving, ambiguous environment — able to build a first version without a fully specified brief, test it, and iterate.
- Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.
- Advanced reporting and analytical skills; proficient in Excel, Gainsight, and Salesforce.
- Experience with A/B testing methodologies and reporting tools.
Nice to Have
- Experience designing or leveraging AI agents for SDR, Sales, and/or CSM use cases.
- Experience building or configuring AI agents/workflows beyond a single tool (e.g., connecting AI agents to CRM or sales engagement platforms).
The base salary range for this position is $110,000.00 - $166,100.00 USD. 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.
This role is expected to come into our San Francisco office two times per week, so you can thrive in your new role and fully embrace being a Dutonian!
