SaaS Account Manager — Growth, Renewals & AI-Driven Success

PagerDuty; Olympia (WA); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

ESPP

Retirement plan

Generous paid vacation time

Paid holidays and sick leave

Dutonian Wellness Days & Hibernation

Paid parental leave

Volunteer time off

Hack weeks

Mental wellness programs

Job summary

PagerDuty is seeking an Account Manager to serve as the primary contact for a portfolio of existing SaaS customers, driving adoption, renewals, and expansion opportunities with cross-functional collaboration.

The ideal candidate will have strong commercial acumen, experience with AI-driven insights, and a proven track record in SaaS customer management. This role blends customer success and sales to deliver measurable business value.

Qualifications

• 7+ years of combined customer-facing experience (Account Management/Customer Success/Renewals).
• 4+ years of proven success managing renewals and growth within a SaaS environment.
• Experience using Salesforce and analytics tools such as Gainsight, Tableau, or Looker.

Responsibilities

• Own a portfolio of existing customers to ensure adoption, value realization, and retention.
• Develop and execute account plans that drive renewals, mitigate churn, and uncover expansion opportunities.
• Present and negotiate renewal proposals and manage multi-year options.
• Monitor customer health using usage analytics and business insights to identify risks early.
• Collaborate with Legal, Sales Operations, and Renewals teams to ensure smooth contracting and forecasting.
• Maintain product knowledge and provide consultative guidance for configuration and feature adoption.

Skills

Customer-facing experience

Salesforce

Analytics tools (Gainsight/Tableau/Lo​

Education

Bachelor’s degree or equivalent

Job description

PagerDuty is seeking an Account Manager to serve as the primary contact for a portfolio of existing SaaS customers, driving adoption, renewals, and expansion opportunities with cross-functional collaboration.

The ideal candidate will have strong commercial acumen, experience with AI-driven insights, and a proven track record in SaaS customer management. This role blends customer success and sales to deliver measurable business value.