Job Overview
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Job Description
Account Manager
PagerDuty (NYSE:PD) is a leader in Digital Operations Management, empowering organizations to deliver perfect digital experiences to their customers. With an AI-powered platform, PagerDuty helps teams identify issues in real-time, orchestrate workflows, and drive continuous improvement. Over 13,000 organizations, including 60 of the Fortune 100, trust PagerDuty for Digital Transformation, Cloud Migration, and DevOps Modernization. We are rapidly expanding our platform for Digital Operations Management using AI/ML and Automation, growing adoption across Development, IT, Customer Service, and Security teams.
About the Role
PagerDuty is seeking an Account Manager to join our diverse, customer-focused team. In this role, you will be the primary point of contact for a portfolio of existing SaaS customers, collaborating closely with cross-functional teams to ensure exceptional customer outcomes. You will build and grow customer relationships, drive product adoption, manage renewals, and identify strategic expansion opportunities that deliver measurable business value. This position offers an exciting blend of customer success and sales expertise, helping customers maximize the value of PagerDuty’s platform while contributing to revenue growth.
The ideal candidate is a proactive relationship builder with strong commercial acumen, a passion for data-driven customer management, and solid 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.
What We Offer
PagerDuty offers a comprehensive total rewards package competitive with industry standards and aligned with local laws and regulations. Your package may include:
- Competitive salary
- Comprehensive benefits package
- Flexible work arrangements
- Company equity
- ESPP (Employee Stock Purchase Program)
- Retirement or pension plan
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
- Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
- Paid volunteer time off: 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
Eligibility may vary by role, region, and tenure.
Key skills/competency
- Account Management
- SaaS Sales
- Customer Success
- Renewals Management
- Relationship Building
- Product Adoption
- Data Analytics
- Negotiation Skills
- Salesforce (SFDC)
- AI/ML Insights
How to Get Hired at PagerDuty
- Research PagerDuty's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Customize your resume: Tailor your experience to highlight SaaS account management, renewals, and data-driven customer success.
- Showcase product adoption skills: Emphasize your ability to drive product usage and demonstrate value to clients.
- Prepare for data-driven discussions: Be ready to discuss how you use analytics and insights to manage customer health and retention.
- Highlight negotiation and collaboration: Provide specific examples of successful contract negotiations and cross-functional teamwork.
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