Strategic SaaS Account Manager — AI-Driven Growth

PagerDuty; Columbia (SC); Hybrid; USD 105,000 - 125,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

ESPP

Paid vacation time

Paid holidays and sick leave

Wellness days

Paid parental leave

Volunteer time off

Job summary

PagerDuty, Inc. is seeking an Account Manager to join our diverse, customer-focused team.

You will serve as the primary point of contact for a portfolio of existing SaaS customers, partnering with cross-functional teams to deliver exceptional customer outcomes, renewals, and expansions. The ideal candidate brings 7+ years of customer-facing experience in SaaS, strong commercial acumen, and a track record of driving renewals and growth using data-driven insights.

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.

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

Account management

Customer success

Renewals

Sales

Commercial acumen

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Tableau

Looker

Job description

PagerDuty, Inc. is seeking an Account Manager to join our diverse, customer-focused team.

You will serve as the primary point of contact for a portfolio of existing SaaS customers, partnering with cross-functional teams to deliver exceptional customer outcomes, renewals, and expansions. The ideal candidate brings 7+ years of customer-facing experience in SaaS, strong commercial acumen, and a track record of driving renewals and growth using data-driven insights.