Product Manager, Self Serve

Full Time
Main Location
San Francisco, CA, United States
Open jobs
Together we’re building a company that will endure and products people will love for generations to come. 

We believe that people do their best in a culture that fosters inclusion, innovation, and success. Our values - Champion the Customer, Take the Lead, Run Together, Ack + Own and Bring Yourself - serve as the foundation of our collaborative and dynamic culture. 

Whether it’s conducting a retrospective, participating in our monthly Hackdays, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day. Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.

Solve for what’s next—at PagerDuty.

We Champion our Customers 

More than 12,000 companies and organizations around the world rely on PagerDuty to keep their digital systems online and deliver 24/7 products to their customers. PagerDuty has delivered the most trusted digital operations management platform for the largest Fortune 100 brands and scrappy teams just starting out. Check out stories of how PagerDuty empowers a luxury cruise line and a non profit delivering cornea replacements.

Pagerduty has established itself as a leader in the DevOps category, driven by a bottoms-up, Product-Led Growth business model. Product-Led Growth (PLG) is a go-to-market strategy that relies on product usage as the primary driver of acquisition, conversion and expansion. Multiple teams contribute to and drive this strategy. A major component of this strategy that this role will drive is Self-Service, which is the ability to trial, convert, and buy Pagerduty products online.

This is the perfect role for someone who is passionate about customer-focused experiences, has a strong product sense and driven by business outcomes. You will build a go-to-market system that activates and converts people into paying PagerDuty accounts. With a growing suite of product offerings and new value propositions, you will also innovate how we can operationalize self-service monetization. 
Key Responsibilities:
  • Managing towards key self-serve metrics such as: Trial Conversion rate, time to expansion, and overall online new revenue.
  • Deeply understand our self-serve drivers, what keeps them driving our checkout, and identify opportunities for growth and optimization at every stage of their lifecycle
  • Research, define, and evangelize a roadmap that shapes the strategic vision of the company, taking into account customer needs, business strategy, and technical feasibility.
  • Owner of both growth (self-serve) & monetization operations (TechOps) roadmaps. Works with business stakeholders to first understand, and subsequently translate Growth/TechOps goals into a holistic product strategy and roadmap to realize value.
  • Owner of all revenue processes & policies and optimizes them to drive new growth, expansion growth and while minimizing churn.
  • Assist the business and TechOps leadership defining priorities, identifying potential solutions and facilitating planning needed to execute finance’s SOX compliance requests. 
  • Cross functional project management and execution of customer marketing initiatives.
  • Impeccable follow-through. You say what you’ll do, and do what you say. You hold your team to this standard. You don’t let details slip.
Minimum Qualifications:
  • 1+ years of experience of product development for ecommerce
  • Pragmatism: the ability to understand what the right amount of process is for a situation, and which investments return the most value to the team.
  • Experience working cross-functionally (bonus points for experience working with creative, product, and/or engineering teams)
  • Ability to communicate effectively strategies & results across multi levels within the organization.
  • Comfort with SQL or data analysis tools (periscope, looker, etc .)
Preferred Qualifications:
  • Depth of experience leading major product or growth initiatives. You can take rough themes and big ideas and turn them into a roadmap of features, experiments, and research with minimal guidance.
  • Impact focus and a consistent history of delivering measurable results for both users and the business.
  • Data-minded whenever possible. You deeply understand how your products work and how to measure long-term impact. You know every step of the funnel. You can design, run, and interpret experiments and A/B tests, and probably know a bit of SQL. The ability to provide decision support through data gathering, information analyzing, and presenting considerations to relevant stakeholders.
  • Ability to think big and small to build a portfolio of experiments and larger features. You are as comfortable whiteboarding a completely new experience as you are optimizing an existing flow and know when to do which.
  • A self‐starter who thrives in a fast‐paced environment.
  • The ability to think ahead and catch problems before they arise.
  • Expert at project management, able to independently manage multiple projects at various stages at one time
  • Experience in SaaS B2B
  • Experience with monetization tools (ex. Zuora, Avalara, SFDC etc.)
  • Familiarity with Zuora preferred
About You:
  • You are dedicated to working closely with a highly collaborative engineering team while building relationships across the business stakeholders. 
  • You have firsthand experience developing software, with successful delivery of multiple features over your professional career (and the lessons learned from the not-so-successful deliveries as well)
  • You can effectively communicate across diverse backgrounds and contexts, and lead through influence using metrics and research. 
  • You have a real passion for getting things done. If you haven’t done something before, you are naturally curious, driven to learn, and unafraid to ask for help. 
PagerDuty offers:
Competitive salaries and company equity
Comprehensive benefits package including: medical, dental, and vision plans for you, your spouse and family
401K with 1% match
Pre-tax commuter benefits, FSA, cell phone allowance and more!
Generous parental leave
Paid vacation (3 weeks vacation your first year, 4 weeks afterwards) in addition to 12 paid holidays and ample sick leave
Paid employee Volunteer Time - 20 hours per year
Bi-annual company wide hack weeks
Catered lunch daily plus breakfast on Wednesdays, and plenty of snacks and drinks
Convenient office location in SoMa tech hub – accessible by BART, Muni and CalTrain

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 and we will work with you to meet your accessibility needs.

Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

PagerDuty uses the E-Verify employment verification program.

To all recruitment agencies: PagerDuty does not accept agency resumes. Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location. PagerDuty is not responsible for any fees related to unsolicited resumes.

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Product Manager, Self Serve