PagerDuty is seeking a Senior Manager, Customer Lifecycle Programs to join our diverse, customer-focused team! As Senior Manager, Customer Lifecycle Programs, you will report to senior leadership and partner closely with Sales, Customer Success, Product, and Marketing teams as part of our Commercial customer engagement organization, where you will lead a team of Program Managers responsible for designing and executing digital lifecycle programs that drive customer acquisition, engagement, expansion, and retention across our 14,000+ Commercial customer base. This is an exciting opportunity to shape the strategic direction of customer lifecycle management while leading a high-performing team in a fast-paced, data-driven environment where your work directly impacts customer experience and business growth. The ideal candidate has extensive experience in program management and people leadership, with a passion for leveraging data and automation to create seamless customer journeys.

KEY RESPONSIBILITIES
Lead, mentor, and develop a team of Program Managers, setting objectives, conducting performance reviews, and fostering professional growth in a culture of continuous improvement
• Develop and execute comprehensive customer lifecycle program strategy for the Commercial segment, ensuring alignment with broader organizational goals and cross-functional team objectives
• Oversee the design and implementation of automated email campaigns, in-app messaging, and digital-first engagement strategies that improve acquisition, drive product awareness, and reduce churn
• Partner with senior leadership across Sales, Customer Success, Product, and Marketing to align program initiatives with company-wide customer journey goals and present strategic recommendations
• Build and oversee comprehensive analysis of customer engagement data, implement robust A/B testing methodologies, and drive data-driven optimization strategies across all programs
• Establish and monitor KPIs for team performance and program effectiveness, translating insights into actionable improvements that deliver measurable business impact

BASIC QUALIFICATIONS
• 8+ years of experience in program management, marketing automation, customer success, or related field
• 4+ years of people management experience leading program or marketing teams
• Proven track record of scaling customer lifecycle programs and driving measurable business impact
• Advanced analytical skills with proficiency in Excel, Tableau, Gainsight, and Salesforce
• Bachelor's degree or equivalent degree or experience

PREFERRED QUALIFICATIONS
• Experience in the SaaS industry with strong understanding of SaaS business models and customer lifecycle management
• SQL proficiency and experience with advanced data analysis
• Background in customer success, growth marketing, or revenue operations
• Experience with in-app messaging tools, customer engagement platforms, and A/B testing methodologies
• Previous experience managing teams in fast-paced, high-growth environments