About this role
PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform.
In this role, you'll be responsible for designing, developing, and managing digital lifecycle programs for our 14k+ Commercial customers. You'll work cross-functionally with Sales, Customer Success, Product, and Marketing to build automated journeys across email, in-app, and Slack that drive awareness, adoption, expansion, and retention. This is a data-heavy role: you'll be expected to read the data, infer the next best step, and know when to pivot or proactively stop a program successfully communicating your recommendations with stakeholders. You're comfortable using AI tools like Claude to prototype and build faster.
Responsibilities
Program Design & Execution
• Build and manage automated email lifecycle journeys in both Marketo and Gong Engage, targeted at specific sales and customer success stages.
• Partner with Product to adjust and evolve the in-app experience with messaging, prompts, flows etc in order to drive specific customer outcomes.
• Build messaging that deploys in Slack to drive product adoption.
• Use AI tools (e.g., Claude) to prototype and speed up program design and build; design or leverage AI agents to support SDR, Sales, and/or CSM workflows where they add real leverage.
• Collaborate with Sales, Customer Success, Product, Marketing, and other internal teams to ensure program alignment with the overall customer journey.
• Test small before you scale: validate results, then automate the journeys that work.
Data-Driven Decisions & Reporting
• Continuously analyze customer engagement and usage data across the Commercial segment to infer next-best actions to decide what to build next, what to adjust, and what to pivot away from.
• Work independently, and with the data analytics team, to gather and interpret customer engagement data.
• Implement A/B testing methodologies to continuously validate and improve program effectiveness.
• Translate data into concrete, actionable recommendations
• Communicate program results and data-backed recommendations to senior leadership.
Automation & Optimization
• Champion the use of automation and AI tools/platforms including Marketo, Gong Engage, Slack, and Claude — to streamline program execution and data collection.
• Analyze