PagerDuty is looking for an Account Manager to serve as the primary point of contact for a portfolio of existing customers. You will be responsible for maintaining and growing these relationships, driving product adoption, managing renewals, and identifying strategic expansion opportunities.
What You'll Do
- 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.
What We're Looking For
- 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.
Nice to Have
- 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.
Technical Stack
- Salesforce (SFDC)
- Gainsight
- Tableau
- Looker
Team & Environment
Collaborates cross-functionally with Legal, Sales Operations, and Renewals teams.
Benefits & Compensation
- Competitive salary range: $105,000.00 - $125,400.00 USD + equity
- Comprehensive benefits package
- Flexible work arrangements
- Company equity & ESPP (Employee Stock Purchase Program)
- Retirement or pension plan
- Generous paid vacation time, holidays, and sick leave
- Dutonian Wellness Days & HibernationDuty - companywide paid days off
- Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
- Paid volunteer time off: 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
Work Mode
This is a hybrid position based in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, or Toronto.
PagerDuty is an equal opportunity employer.
