Program Manager, Commercial Business, PagerDuty

PagerDuty

Location:
Canada, Toronto

Category:
Customer Service

Contract Type:
Employment contract

Salary:

83000.00 - 125000.00 CAD / Year

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Job Description:

Design, develop, and manage digital lifecycle programs for 14k+ Commercial customers. Work cross-functionally to create a seamless customer experience to improve awareness and product engagement, drive expansion, and reduce churn & downgrade.

Job Responsibility:

Develop and implement automated email campaigns targeted at specific sales and customer success stages
Craft in-app messaging to complement onboarding experiences that drive engagement and feature adoption
Collaborate with Sales, Customer Success, Product, Marketing and other internal teams to ensure program alignment with overall customer journey goals
Test and validate results in order to automate the successful journeys
Champion the use of automation tools and platforms to streamline program execution and data collection
Implement A/B testing methodologies to continuously improve program effectiveness
Analyze program performance metrics to identify areas for improvement and optimize campaign strategies
Communicate results of lifecycle program with senior leadership
Work closely with the data analytics team to gather and analyze customer engagement data to understand the Commercial segment to know what campaigns to build and iterate upon
Translate insights from data into actionable recommendations for program optimization
Generate reports and presentations to showcase program success and ROI

Requirements:

5+ years of experience in program management, marketing automation, or a related field
Proven track record of designing and implementing successful customer lifecycle programs
Strong understanding of email marketing best practices
Excellent analytical skills with the ability to interpret and translate data into actionable insights
Advanced reporting and analytical skills and proficient in Excel, Tableau, Gainsight, Salesforce and working knowledge of marketing automation tools
Experience with A/B testing methodologies and reporting tools
Excellent communication, collaboration, and project management skills

Nice to have:

Experience with in-app messaging tools
Prior knowledge of the SaaS industry
SQL proficiency

What we offer:

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:
August 21, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Program Manager, Commercial Business