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, partnering closely with cross-functional teams to deliver exceptional customer outcomes. Responsibilities include maintaining and growing customer relationships, driving product adoption, managing renewals, and identifying strategic expansion opportunities that 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, 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 Information

The base salary range for this position is $105000.00 - $125400.00 USD. This role may also be eligible for bonus commission equity and/or benefits. Salary ranges are determined by role level location pay within the range depends on market location job-related knowledge skills/competencies and experience.

Remote Work Policy / Work Model

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta Lisbon London San Francisco Santiago Sydney Tokyo Toronto. Flexibility is offered within established locations. Location restrictions: Candidates cannot reside in certain regions/states in Australia (Northern Territory; Queensland; South Australia; Tasmania; Western Australia) Canada (Alberta; Manitoba; Newfoundland; Northwest Territories; Nunavut; PEI; Quebec; Saskatchewan; Yukon) United States (Alaska; Hawaii; Iowa; Louisiana; Mississippi; Nebraska; New Mexico; Oklahoma; Rhode Island; South Dakota; West Virginia; Wyoming). Candidates must reside in an eligible location which varies by role.

Experience Level

Mid to Senior level (7+ years combined customer-facing experience)

Skills Mentioned

Customer relationship management
Account management
Customer success
Renewals management
SaaS environment expertise
Salesforce (SFDC)
Analytics tools: Gainsight Tableau or Looker
Data analytics & health metrics usage
MEDDPICC framework familiarity
Command of the Message (COM) framework familiarity
Enterprise software or DevOps environment experience
AI-powered tools understanding
Consultative sales/account management skills
Collaboration skills
Negotiation skills
Problem-solving skills