Senior Manager, Community & Advocacy Programs

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.
Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts! PagerDuty is seeking a Senior Manager of Community and Advocacy Programs to join our diverse, customer-focused team! As Sr.
Manager, Community and Advocacy Programs, you will lead the PagerDuty community and advocacy programs.
You ensure efforts align to and can be measured against PagerDuty's business goals (customer retention and growth, API adoption, influence on ARR, and more).
You work across the community team and beyond to create and execute programs to attract, engage, and retain customer champions.
With a global remit, your direct reports include community program managers and DevOps and Developer Advocates in EMEA and North America.
This is an exciting opportunity to help shape programs that drive authentic awareness and thought leadership, engage customers to help them achieve success, and develop champions within PagerDuty's customers.
The ideal candidate will have a background in community management at a B2B SaaS company with the ability to build strong partnerships at all levels of leadership and collaborate through influence.
KEY RESPONSIBILITIES People management: You will directly manage a global team of Developer and DevOps Advocates and community program managers across multiple time zones.
The DevOps and Developer advocates are seasoned industry experts and thought leaders.
Business and marketing alignment: As programs and priorities evolve, you will be part of the strategizing and execution to bring the Advocacy and Community team along with process changes, bring the customer community along with program changes, and/or bring cross-functional teams along with community changes.
Reporting and visibility: You will champion the work of the team and program progress, regularly reporting on learnings internally and progress towards goals.
Marketing Liaison: You will work collaboratively with different marketing teams (Communications, Campaigns, Events, Brand, Marketing Operations and Analytics, Product Marketing, etc.
) to identify opportunities to engage the community or Advocates team.
You are the primary interface for the Advocacy team into corporate and field events planning.
Collaborate with event planners and the community events team to ensure PagerDuty has a credible presence in the industry.
Community Experience: You own increasing community engagement in a scaled way and are constantly looking for ways to improve the customer experience via PagerDuty's community programs, incorporating existing content (Ops Guides, YouTube videos, podcasts, Twitch channel, etc.
) and identifying gaps.
Work closely with Customer Support, Customer Success, PagerDuty University, and digital marketing teams to design and build customer journeys in the community to nurture prospects, new customers, and expert users to deepen their engagement and achieve success with PagerDuty.
Vendor management: You will oversee the technical operations of the community program, including the community forums platform and tools used by the Advocacy team.
You'll manage our global community swag program, including managing swag budget and purchasing.
BASIC QUALIFICATIONS 8+ years of experience in B2B SaaS Community Management, Customer Marketing, Developer Relations, or a related field.
3+ years' experience successfully leading a team, used to managing multiple projects at one time within established timelines.
Proven track record of success in developing and implementing champions programs and community-to-revenue measurement.
Deep understanding of B2B segmentation principles and best practices.
PREFERRED QUALIFICATIONS DevOps/Developer Advocate Empathy: You understand the DevOps or Developer Advocate role, and can help internal stakeholders understand how and why to engage them, and anticipate what solutions they will need to be successful.
Collaboration: Execution, particularly for the bigger impact initiatives (platform migrations, program launches), requires coordination across internal, cross-functional teams, and collaboration with product, customer success, and marketing counterparts.
Excellent communication and presentation skills, both written and verbal.
Analytical skills: Analyze data to prioritize channels and venues for the Advocates team, and evaluate effectiveness of content.
Resourcefulness in gathering and interpreting data are often required.
Regularly present data about the Community and Advocacy programs, demonstrating progress and learnings.
Strong analytical skills and experience in quantitative and qualitative research methods, translating complex data into actionable insights.
People management: Motivate and develop your team with empathy, expert guidance, and experience.
The base salary range for this position is 142,000 - 217,000 USD.
This role may also be eligible for bonus, commission, equity, and/or benefits.
Our base salary ranges are determined by role, level, and location.
The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position.
Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.
Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.
Not sure if you qualify? Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds.
Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.
Where we work PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto.
We offer a hybrid, flexible workplace.
We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.
How we work Our values are deeply embedded in how we operate and the people we bring on board.
You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.
Champion the Customer | Put users first to design great products and experiences.
Run Together | Build strong teams that amplify our impact on users.
Take the Lead | Disrupt and invent to be the first choice for users.
Ack + Own | Take ownership and action to deliver more efficiently to users.
Bring Your Self | Bring your best self to build empathy and trust with users.
What we offer One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones.
As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.
Your package may include: Competitive salary and company equity Comprehensive benefits package from day one Flexible work arrangements ESPP (Employee Stock Purchase Program) Retirement or pension plan Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws) Generous paid vacation time Paid holidays and sick leave Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge Paid volunteer time off - 20 hours per year Company-wide hack weeks Mental wellness programs About PagerDuty PagerDuty, Inc.
(NYSE:PD) is a global leader in digital operations management.
The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation.
Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust.
More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.
Led by CEO Jennifer Tejada, PagerDuty's Board of Directors is 50% female and 62% URP representation.
We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.
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 @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.