Description:
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.