Strategic Enterprise SaaS Account Manager

PagerDuty, Inc.; Boston (MA); Hybrid; USD 105,000 - 125,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

Retirement or pension plan

Generous vacation time

Paid holidays and sick leave

Job summary

PagerDuty, Inc. is seeking an Account Manager to manage a portfolio of existing SaaS customers, driving adoption, renewals, and strategic expansion in a hybrid Boston-area role.

This role blends customer success with strategic account management to deliver measurable business value. The ideal candidate has 7+ years of customer-facing experience, 4+ years in renewals, and experience with Salesforce and analytics tools.

Qualifications

• 7+ years of customer-facing experience in Account Management or Customer Success.
• 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.
• Bachelor’s degree or equivalent experience.

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.

Skills

Customer-facing experience

Renewals management

Data-driven decision making

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Salesforce

Gainsight

Tableau

Looker

Job description

PagerDuty, Inc. is seeking an Account Manager to manage a portfolio of existing SaaS customers, driving adoption, renewals, and strategic expansion in a hybrid Boston-area role.

This role blends customer success with strategic account management to deliver measurable business value. The ideal candidate has 7+ years of customer-facing experience, 4+ years in renewals, and experience with Salesforce and analytics tools.