Sr. Manager, Digital Customer ProgrammingNew

Pager; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading digital operations management company is seeking a Senior Manager, Customer Lifecycle Programs in Toronto. You will lead a team focused on customer acquisition, engagement, and retention across a wide customer base. The ideal candidate will have extensive program management experience and a passion for optimizing customer journeys through data-driven strategies. This position offers opportunities for professional growth in a dynamic environment.

Benefits

Company equity

Employee Stock Purchase Program

Generous paid vacation time

Paid parental leave

Mental wellness programs

Qualifications

• 8+ years of experience in program management, marketing automation, or related field.
• 4+ years of people management experience leading program or marketing teams.
• Proven track record of scaling customer lifecycle programs.
• Advanced analytical skills with proficiency in Excel, Tableau, Gainsight, and Salesforce.

Responsibilities

• Lead, mentor, and develop a team of Program Managers.
• Develop and execute comprehensive customer lifecycle program strategy.
• Oversee design and implementation of automated email campaigns.
• Partner with senior leadership to align initiatives.
• Build and oversee analysis of customer engagement data.
• Establish and monitor KPIs for team performance.

Skills

Program management

People management

Data analysis

Marketing automation

Customer success

Education

Bachelor's degree or equivalent experience

Tools

Excel

Tableau

Gainsight

Salesforce

Job description

Overview

Sr. Manager, Digital Customer Programming – Toronto

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.

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. 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.

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

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.

Location and Work Model

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 certain locations.

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:

• 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
• 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. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses

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.

Equal Opportunity and Contact

PagerDuty 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. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty\'s Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [e-mail] and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program.