Program Manager, Customer Success

Back to jobs New Program Manager, Customer Success Santiago Apply PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70% of the Fortune 100 trust PagerDuty as essential infrastructure. Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace. Location : Santiago, Chile Company : PagerDuty Employment Type : Full-time About the Role 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. Key Responsibilities 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 Required Qualifications 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 Preferred Qualifications Experience with Salesforce  Background in customer success or account management Technical Skills Advanced knowledge of Gainsight platform and its capabilities Proficiency in reporting tools and dashboard creation Experience with email marketing platforms and analytics Understanding of customer success metrics and KPIs 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 tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning. For external applicants, including employee referrals, this role is expected to come into our Santiago office 4 times per month, so they can thrive in their new role and fully embrace being a Dutonian! Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts ! Where we work PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we  cannot employ candidates residing in: Location restrictions:  Australia:  Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada:  Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Candidates must reside in an eligible location, which vary by role. How we work Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian. What we offer As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site . Your package may include: 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 (some countries have longer leave standards and we comply with local laws)* Paid volunteer time off: 20 hours per year Company-wide hack weeks Mental wellness programs *Eligibility may vary by role, region, and tenure About PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management, enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps, Automation, Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible, resilient and scalable platform to increase innovation velocity, grow revenue, reduce cost, and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise. PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.  Go behind-the-scenes on our careers site and @pagerduty on Instagram. Additional Information PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program. Apply for this job * indicates a required field First Name * Last Name * Preferred First Name Email * Phone Resume/CV Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website At PagerDuty, all communications are conducted in English. How comfortable are you with speaking and writing in English 100% of the time? * Do you currently hold a valid Gainsight Administrator certification? * How many years of experience do you have administering Gainsight in a B2B SaaS environment? * Do you have experience creating reports and dashboards based on Customer Success data? * How many years of experience do you have in Salesforce? * Submit application