Why This Job is Featured on The SaaS Jobs
PagerDuty’s Account Manager role sits at the core of a mature SaaS operating model where retention and expansion are as material as new logo growth. The remit centers on managing an installed base with clear accountability for renewals, adoption, and measurable outcomes, which reflects how leading subscription businesses run revenue through the full customer lifecycle. The emphasis on usage analytics and telemetry also signals a product-led, data-instrumented environment rather than relationship management alone.
For a SaaS career path, this kind of position builds durable experience in recurring revenue mechanics: forecasting renewals, structuring multi year commercial terms, and translating product value into account plans. Working across Legal, Sales Operations, and Renewals exposes the operational backbone that supports scale in SaaS, while tool familiarity such as Salesforce and customer health platforms maps to common systems used across the sector. The blend of consultative guidance and commercial negotiation is broadly transferable across customer success, renewals, and growth roles.
This role tends to suit professionals who prefer owning outcomes across a portfolio and making decisions with structured data. It will appeal to those comfortable coordinating stakeholders and balancing customer advocacy with commercial discipline, particularly in environments where process, frameworks, and reporting cadence shape day to day execution.
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
PagerDuty is seeking an Account Manager to join our diverse, customer-focused team! As an Account Manager, you will serve as the primary point of contact for a portfolio of existing SaaS customers, partnering closely with cross-functional teams to deliver exceptional customer outcomes. You will maintain and grow customer relationships, drive product adoption, manage renewals, and identify strategic expansion opportunities that deliver measurable business value. This is an exciting opportunity to blend customer success and sales expertise to help customers realize the full potential of PagerDuty’s platform while driving revenue growth.
The ideal candidate is a proactive relationship builder with strong commercial acumen, a passion for data-driven customer management, and experience with SaaS products and AI-driven insights.
KEY 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.
BASIC 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.
PREFERRED QUALIFICATIONS
- 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.
