PagerDuty (NYSE:PD) is a leader in Digital Operations Management. PagerDuty is seeking an Account Manager to join their diverse customer-focused team. The Account Manager will serve as the primary point of contact for a portfolio of existing SaaS customers. Responsibilities include maintaining and growing customer relationships, driving product adoption, managing renewals and identifying strategic expansion opportunities to deliver measurable business value. This role blends 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 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; 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 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 for 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 Information

• Base salary range: $105,000.00 - $125,400.00 USD
• Role may also be eligible for bonus, commission equity and/or benefits.
• Salary ranges determined by role level and location; subject to change based on primary work location.
• Pay determined by market location, job-related knowledge skills/competencies and experience.

Remote Work Allowance or Restrictions

• Hybrid work model with flexibility within established office locations only.
• Candidates must reside in eligible locations; specific states/regions are excluded as listed above.

Experience Level Indications

• Minimum 7+ years combined customer-facing experience including Account Management/Customer Success/Renewals.
• Minimum 4+ years managing renewals/growth within SaaS environment.

Skills Explicitly or Implicitly Mentioned

Skills/Qualifications:

• Customer relationship management
• SaaS product knowledge
• Data-driven customer management
• Salesforce (SFDC)
• Analytics tools (Gainsight/Tableau/Looker)
• Contract negotiation & renewal management
• Usage analytics & telemetry monitoring
• Cross-functional collaboration (Legal/Sales Ops/Renewals)
• Consultative guidance & configuration optimization
• MEDDPICC & Command of the Message frameworks familiarity (preferred)
• Enterprise software/DevOps environment experience (preferred)
• AI-powered tool understanding for efficiency & insight

Responsibilities imply skills in:

• Strategic account planning
• Risk mitigation related to churn
• Revenue growth strategies
• Customer health monitoring via data analytics