Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Professional Services in SaaS is increasingly a strategic lever for enterprise adoption, and this Account Partner role sits at that intersection of revenue, outcomes, and platform value. The remit spans incident response, AIOps, automation, and service ownership, which are core categories in modern operational SaaS. Rather than being confined to delivery, the position is framed around shaping how services are packaged, positioned, and attached across strategic accounts.
For a SaaS career, the role offers durable exposure to the mechanics of scaling services as a repeatable go to market motion. It emphasizes measurable customer outcome frameworks, multi quarter pipeline discipline, and tight alignment across Sales, Customer Success, Product, and Delivery. Experience translating technical operational concepts into executive level business cases is highly portable across enterprise SaaS, particularly in categories where time to value and adoption are central to expansion.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
We are seeking an Account Partner, Professional Services to define and scale Professional Services growth strategies, drive organizational excellence, and establish measurable customer outcome frameworks across PagerDuty's enterprise and strategic customer segments. This role owns the evolution of our services go-to-market motion, architects repeatable engagement models, and partners with Sales, Customer Success, Solutions Engineering, Delivery, Product, and Marketing leadership to align advisory, implementation, enablement, and automation services to market needs spanning incident response, AIOps, and service ownership.
The ideal candidate is a strategic leader and consultative seller who builds organizational capabilities, defines best practices that scale across the Professional Services team, translates market insights into service innovation, and consistently drives portfolio-level growth, customer outcomes, and team effectiveness.
Job Responsibilities
Pipeline Development & Selling Motion
- Architect and execute multi-threaded Professional Services strategies within strategic and enterprise accounts; orchestrate 2–12 week services deal cycles with executive alignment and commercial rigor.
- Consistently meet or exceed services bookings, attach-rate, and consumption targets while driving predictable pipeline generation and velocity metrics.
- Lead discovery to map business-critical pains (noise, toil, on-call fatigue, change risk, slow comms) to differentiated service offerings, scoped SOWs, and multi-phase engagement roadmaps.
- Deliver compelling value narratives (ROI, time-to-value, risk mitigation, competitive differentiation) tailored to C-level and VP stakeholders across IT, Engineering, and Operations.
Account Strategy & Customer Value
- Co-architect account strategies with Account Executives, CSMs, and Solutions Engineers to align enterprise business outcomes with services-led transformation milestones and measurable impact.
- Position services as strategic enablers across incident response maturity, AIOps signal tuning/event orchestration, automation/runbooks, AI-driven operations, and enterprise integrations (e.g., ServiceNow, Jira, Slack/Teams, AWS, Datadog, New Relic, Splunk, GitHub/GitLab, Terraform).
- Drive adoption and quantifiable business impact (e.g., MTTA/MTTR reduction, toil elimination, developer productivity gains, SLO adherence, operational cost savings) that influence customer renewal and expansion decisions.
Scoping, Pricing & Delivery Orchestration
- Partner with Delivery leadership to architect, price, and resource engagements that balance customer transformation objectives with margin targets and scalable delivery models.
- Ensure seamless handoffs while maintaining commercial ownership; proactively identify and remove blockers, de-risk delivery, and surface follow-on services and expansion opportunities.
- Align SOWs to clear scope, success criteria, measurable acceptance metrics, timeline realism, and strategic value realization frameworks.
Forecasting & Operational Rigor
- Maintain accurate opportunity data, multi-quarter close plans, and forecasts in CRM using structured sales methodologies (e.g., MEDDPICC) and pipeline hygiene discipline.
- Monitor engagement health, entitlement consumption, and customer sentiment to drive timely services utilization, renewal readiness, and proactive expansion motions.
- Provide strategic feedback to Product and Delivery teams to refine packaging, pricing, repeatable delivery frameworks, accelerators, and go-to-market positioning.
Stakeholder Collaboration & Cross-Functional Partnership
- Partner with Sales, Customer Success, Solutions Engineering, Product, and Marketing to sequence services with platform adoption, expansion plays, and customer lifecycle milestones.
- Collaborate on case studies, executive references, and customer success stories that showcase realized outcomes, competitive wins, and services-led differentiation.
- Engage executives across customer and internal teams to build trusted-advisor credibility, influence strategic decisions, and accelerate deal velocity.
Executive Engagement & Thought Leadership
- Facilitate executive workshops, maturity assessments, and strategic roadmap sessions that translate business strategy into actionable, services-led transformation workstreams.
- Educate customers on service ownership best practices, incident lifecycle excellence, AIOps/automation value realization, and operational resilience frameworks.
- Serve as a strategic advisor on digital operations transformation, helping customers navigate organizational change, toolchain consolidation, and platform modernization.
Qualifications
Requirement Qualifications & Skills
- 8+ years in Professional Services sales, solutions consulting, or services leadership within SaaS or enterprise software; proven track record of strategic impact and organizational influence.
- Demonstrated success defining go-to-market strategies, building service offerings, or leading cross-functional initiatives that drive measurable business outcomes.
- Deep expertise in consultative selling: multi-threaded relationship building (C-level to technical), discovery, business case creation, executive storytelling, and complex deal orchestration.
- Strong strategic and analytical skills: ability to synthesize market insights, customer feedback, and operational data into actionable strategies and frameworks.
- Proven ability to mentor, enable, and scale teams: experience creating playbooks, training programs, or best practices that improve collective performance.
- Executive presence and communication: ability to influence senior leadership, facilitate strategic workshops, and represent the company externally.
- Rigorous operational discipline: expertise in sales methodologies (MEDDICC/MEDDPICC), forecasting, pipeline management, and CRM hygiene.
- Technical fluency: ability to translate incident response, AIOps, automation, observability, and integration concepts into quantified business value and risk reduction.
Preferred Qualifications & Skills
- Experience architecting or launching new service offerings, engagement models, or go-to-market motions in a scaling organization.
- Thought leadership experience: published content, conference speaking, or industry recognition in incident management, SRE/DevOps, AIOps, or operational excellence.
- Deep domain expertise in incident response, observability platforms, on-call operations, AIOps signal correlation/tuning, runbook automation, and service ownership best practices.
- Experience selling to and influencing VP Eng, CTO, CIO, SRE/DevOps, IT Ops, and Platform/Cloud leadership in enterprise and strategic accounts.
- Understanding of operational KPIs (MTTA/MTTR, change failure rate, SLO/SLA, toil reduction, developer productivity) and how to design services that measurably impact them.
- Experience leading or contributing to cross-functional strategic initiatives (e.g., partner ecosystem development, vertical market expansion, delivery transformation).
- Willingness to travel for customer meetings, team events, and industry conferences as needed.
- You know and understand our space and actively shape it—you're not just a fan of our products, you influence how the market thinks about operational excellence.
The base salary range for this position is 156,000 - 184,800 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.
Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.
Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.
PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
This role is expected to come into our San Francisco office twice per week, so you can thrive in your new role and fully embrace being a Dutonian!
