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PagerDuty is a leader in Digital Operations Management, trusted by over 13,000 organizations including 60 Fortune 100 companies. The company provides a platform that helps teams identify issues in real time and bring together the right people to fix problems faster, with a focus on AI/ML and automation across development, IT, customer service, and security teams.
As an Account Manager based in London, you will serve as the primary point of contact for a portfolio of existing SaaS customers. Your role blends customer success and sales expertise, focusing on maintaining and growing customer relationships, driving product adoption, managing renewals, and identifying strategic expansion opportunities that deliver measurable business value.
Key responsibilities include owning a customer portfolio to ensure adoption, value realization, and retention; developing and executing account plans that drive renewals and uncover expansion opportunities; presenting and negotiating renewal proposals and multi-year contracts; monitoring customer health using usage analytics and telemetry to identify risks early; collaborating cross-functionally with Legal, Sales Operations, and Renewals teams; and maintaining strong product knowledge to deliver consultative guidance on configuration optimization and feature adoption.
You will need 7+ years of combined customer-facing experience in Account Management, Customer Success, or Renewals, with at least 4+ years of proven success managing renewals and growth in a SaaS environment. Proficiency with Salesforce and analytics tools such as Gainsight, Tableau, or Looker is required. A Bachelor's degree or equivalent experience is necessary.
Preferred qualifications include demonstrated ability to leverage data analytics and health metrics for account management; familiarity with MEDDPICC and Command of the Message frameworks; experience with enterprise software or DevOps environments; understanding of AI-powered tools; proven track record of achieving revenue and retention goals; and strong collaboration, negotiation, and problem-solving skills.
