Account Manager (US)

PagerDuty; United States; Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

Paid parental leave

Mental wellness programs

Job summary

PagerDuty is seeking an experienced Account Manager to serve as the primary point of contact for existing SaaS customers. You will manage and grow customer relationships, drive product adoption, and execute account plans for renewals. The ideal candidate possesses 7+ years of customer-facing experience with proven SaaS success, strong analytics skills, and a relevant bachelor's degree. The position comes with a comprehensive benefits package, flexible work arrangements, and opportunities for professional growth.

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.
• Strong understanding of AI-powered tools and their applications.

Responsibilities

• Own a portfolio of existing customers to ensure adoption, value realization, and retention.
• Develop and execute account plans that drive renewals and uncover expansion opportunities.
• Collaborate with Legal, Sales Operations, and Renewals teams for smooth processes.

Skills

Customer-facing experience

Account Management

Customer Success

Salesforce (SFDC)

Data analytics

Negotiation skills

Education

Bachelor’s degree or equivalent experience

Tools

Gainsight

Tableau

Looker

Job description

PagerDuty is seeking an Account Manager to join our diverse, customer-focused team! As an Account Manager, 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. You will maintain and grow customer relationships, drive product adoption, manage renewals, and identify strategic expansion opportunities that deliver measurable business value. This is an exciting opportunity to blend customer success and sales expertise to help customers realize the full potential of PagerDuty’s platform while driving revenue growth.

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.

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

PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty’s Privacy Policy.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [e-mail] and we will work with you to meet your accessibility needs.

PagerDuty uses the E‑Verify employment verification program.