USD per year
Account Manager- Chicago
Location
United States
Employment Type
Regular
Job Description
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.
- Experience working with enterprise software customers or in a DevOps environment.
- Strong understanding of AI-powered tools and how they can be leveraged to drive efficiency and insight.
- Proven history of achieving revenue and retention goals through consultative account management.
- Self-starter with strong collaboration, negotiation, and problem-solving skills.
Salary Range
The base salary range for this position is $105000 - $125400 USD. This role may also be eligible for bonus commission equity or benefits. Our base salary ranges are determined by role level location. The range reflects minimum maximum base salary expected for newly hired employees for this position. Pay is determined based on market location job-related knowledge skills competencies experience.
Remote Work Mention
PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta Lisbon London San Francisco Santiago Sydney Tokyo Toronto. While flexibility within established locations is offered candidates must reside in eligible locations; some U.S. states are excluded from employment eligibility (e.g., Alaska Hawaii Iowa Louisiana etc.). No explicit mention of fully remote work option.
Skills Mentioned (Explicit or Implicit)
- Customer Relationship Management
- SaaS Product Knowledge
- Data-driven Customer Management
- Commercial Acumen
- Salesforce (SFDC)
- Analytics Tools: Gainsight Tableau Looker
- Contract Negotiation & Renewal Management
- Usage Analytics & Telemetry Monitoring
- Cross-functional Collaboration (Legal Sales Ops Renewals)
- Consultative Guidance & Product Configuration Optimization
- MEDDPICC Framework Knowledge
- Command of the Message (COM) Framework Knowledge
- Enterprise Software Customer Experience
- DevOps Environment Familiarity
- AI-powered Tools Understanding
- Collaboration Skills
- Negotiation Skills
- Problem-solving Skills
Join our global team of innovators shaping the future of digital operations with AI. At PagerDuty, you'll tackle complex problems impacting millions, grow your career at the cutting edge of technology, and help build a more equitable world—all in a flexible, open environment.
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