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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 is seeking an Account Manager to join its customer-focused team and serve as the primary point of contact for a portfolio of existing SaaS customers.
In this role, you will partner closely with cross-functional teams to deliver exceptional customer outcomes. Your responsibilities include owning a portfolio of existing customers to ensure adoption, value realization, and retention; developing and executing account plans that drive renewals, mitigate churn risk, and uncover expansion opportunities; presenting and negotiating renewal proposals and managing contract value through strategic account management; monitoring customer health using usage analytics, telemetry, and business insights to identify and address risks early; collaborating cross-functionally with Legal, Sales Operations, and Renewals teams to ensure smooth contracting, forecasting, and reporting processes; and maintaining strong product knowledge to deliver consultative guidance that drives configuration optimization and feature adoption.
This is an exciting opportunity to blend customer success and sales expertise, helping 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.
PagerDuty operates a hybrid work model with offices in 8 major cities (Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto). This role is remote-eligible for US-based candidates, though certain US states are excluded from employment eligibility (Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming).
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
