Program Manager, Customer Success

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
- 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
- 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
- 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?**

**Where we work**

**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

**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 Plac