Program Manager, Customer Success, PagerDuty

PagerDuty

Location:
Canada, Toronto

Category:
Customer Service

Contract Type:
Employment contract

Salary:

72000.00 - 109000.00 CAD / Year

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Job Description:

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.

Job Responsibility:

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

Requirements:

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

Nice to have:

Experience with Salesforce
Background in customer success or account management

What we offer:

Competitive salary
Comprehensive benefits package from day one
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
Paid volunteer time off: 20 hours per year
Company-wide hack weeks
Mental wellness programs

Additional Information:

Job Posted:
July 22, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Program Manager, Customer Success