Account Manager (Boston)

Boston, Massachusetts, United States
Customer Success
Regular

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization, PagerDuty is seeking an Account Manager to join our diverse, customer-focused team! As an Account Manager, you will serve as the primary point of contact for a portfolio of existing SaaS customers, partnering closely with cross-functional teams to deliver exceptional customer outcomes. You will maintain and grow customer relationships, drive product adoption, manage renewals, and identify strategic expansion opportunities that deliver measurable business value. This is an exciting opportunity to blend customer success and sales expertise to help customers realize the full potential of PagerDuty’s platform while driving revenue growth. The ideal candidate is a proactive relationship builder with strong commercial acumen, a passion for data-driven customer management, and experience with SaaS products and AI-driven insights.

KEY RESPONSIBILITIES

Own a portfolio of existing customers to ensure adoption,value realization,and retention.
Develop and execute account plans that drive renewals,

mitigate churn risk,and uncover expansion opportunities.

Present and negotiate renewal proposals,

structure multi-year options,and manage contract value through strategic account management.

Monitor customer health using usage analytics,

telemetry,and business insights to identify and address risks early.

Collaborate cross-functionally with Legal,

Sales Operations,and Renewals teams to ensure smooth contracting, forecasting,and reporting processes.

Maintain strong product knowledge and deliver consultative guidance

to drive configuration optimization and feature adoption.

BASIC QUALIFICATIONS

7+ years of combined customer-facing experience,

including Account Management, Customer Success, or Renewals.

4+ years of proven success managing renewals

and growth within a SaaS environment.

Experience using Salesforce (SFDC)

and analytics tools such as Gainsight, Tableau, or Looker.

Bachelor’s degree or equivalent experience.

PREFERRED QUALIFICATIONS

Demonstrated ability to leverage data analytics

and health metrics to manage and retain customer accounts.

Familiarity with the MEDDPICC

and Command of the Message (COM) frameworks. PagerDuty uses E-Verify employment verification program.