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Salary: USD 105,000 - 126,500 / annual
PagerDuty (NYSE: PD) is the global leader in AI-first digital operations, trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500. The company's platform automatically detects, diagnoses, and remediates issues by orchestrating AI agents and automated workflows with context from over 750 integrations.
We are seeking an Account Manager to join our customer-focused team in Atlanta. 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. This role blends customer success and sales expertise, requiring you to maintain and grow customer relationships, drive product adoption, manage renewals, and identify strategic expansion opportunities that deliver measurable business value.
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
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.
PagerDuty operates a hybrid work model with offices in 8 major cities including Atlanta. The company offers competitive total rewards including equity, flexible work arrangements, comprehensive benefits, paid parental leave (22 weeks for pregnant parent, 12 weeks for non-pregnant parent), and generous paid time off.
Requirements:
- 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
- Prior enterprise sales expertise leveraging MEDDPICC & Value Selling
- 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
