Strategic SaaS Account Manager - Renewals & Growth

PagerDuty; Washington (District of Columbia); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

ESPP (Employee Stock Purchase Program)

Job summary

PagerDuty, Inc. is seeking an Account Manager to oversee a portfolio of existing SaaS customers, driving adoption, value realization, and retention across a data-driven customer success approach.

You will develop renewal and expansion plays, negotiate proposals, monitor health with usage analytics, and collaborate with Legal, Sales Ops, and Renewals to ensure smooth contracting and forecasting. This role blends relationship building with sales acumen in a DevOps-friendly, AI-enabled environment.

Qualifications

• 7+ years of combined customer-facing experience in 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.

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

Salesforce (SFDC)

Gainsight

Tableau

Looker

Data Analytics

Negotiation

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce (SFDC)

Gainsight

Tableau

Looker

Job description

PagerDuty, Inc. is seeking an Account Manager to oversee a portfolio of existing SaaS customers, driving adoption, value realization, and retention across a data-driven customer success approach.

You will develop renewal and expansion plays, negotiate proposals, monitor health with usage analytics, and collaborate with Legal, Sales Ops, and Renewals to ensure smooth contracting and forecasting. This role blends relationship building with sales acumen in a DevOps-friendly, AI-enabled environment.