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Lead Program Manager, Customer Success Operations

3 months ago

Kingston NS, Canada PagerDuty Full time $87,000 - $122,000

About PagerDuty

PagerDuty empowers diverse teams to execute essential tasks that propel business growth through the PagerDuty Operations Cloud.

Position Overview

We are in search of a Lead Program Manager for Customer Success Operations to become a vital part of our Customer Success division. In this capacity, you will shape the strategy and implementation for Customer Success by gaining a comprehensive understanding of the factors influencing customer retention, engagement, expansion, and development at PagerDuty. Your role will involve delivering insightful analyses and practical recommendations aimed at minimizing churn and downgrades.

Key Responsibilities

  • Conduct thorough data mining and analysis to pinpoint opportunities for optimizing resource allocation, boosting revenue, enhancing service margins, and mitigating risks.
  • Perform in-depth data investigations to uncover strategic insights that can enhance our operations.
  • Facilitate the establishment and adoption of a consistent reporting framework to provide the organization with insights into health and activity metrics.
  • Design and maintain dashboards that track key performance indicators (KPIs) and utilize data to identify, define, and assess initiatives that will significantly benefit our clients and support team members.
  • Engage with stakeholders to comprehend their data analysis requirements and needs.
  • Develop interactive and visually engaging dashboards.

Basic Qualifications

  • 8-10 years of relevant experience in a similar role.
  • Proficient reporting and analytical capabilities.
  • Advanced skills in Excel.
  • Experience in creating reports and dashboards within Salesforce.
  • Ability to distill complex data into clear insights and communicate them effectively, along with experience in using data to guide decision-making.
  • Highly organized and self-motivated with a keen attention to detail and a commitment to delivering exceptional work.

Compensation and Benefits

The compensation for this position includes a competitive salary, along with potential bonuses, equity options, and a comprehensive benefits package.

Work Environment

PagerDuty promotes a flexible, hybrid work culture. We value in-person collaboration as a crucial aspect of our organizational culture, believing that co-located teamwork enhances relationships, fosters innovation, and accelerates learning.

Inclusivity Statement

We encourage applications from a wide range of candidates, including those with diverse professional experiences and backgrounds. We are committed to creating an inclusive environment for all employees.

Company Values

  • Champion the Customer: Prioritize user needs to create outstanding products and experiences.
  • Run Together: Build cohesive teams that amplify our impact.
  • Take the Lead: Innovate and disrupt to become the preferred choice for users.
  • Acknowledge and Own: Take responsibility and action to deliver efficiently.
  • Bring Your Authentic Self: Foster empathy and trust with users.

About Us

PagerDuty, Inc. is a leading entity in digital operations management, transforming how critical work is accomplished and driving agility in digital transformation. Our clients, including numerous Fortune 500 companies, rely on the PagerDuty Operations Cloud to enhance productivity, reduce costs, and maintain seamless digital experiences.

We are dedicated to building a diverse workforce and are an equal opportunity employer, committed to providing reasonable accommodations for qualified individuals with disabilities throughout the hiring process.