Why This Job is Featured on The SaaS Jobs
Account Management roles remain central in SaaS because recurring revenue depends on retention, adoption, and expansion rather than one-time transactions. This position sits in that post-sale commercial layer, acting as the ongoing owner of a defined customer portfolio and translating platform usage into measurable outcomes. The emphasis on telemetry, health signals, and AI-informed insights reflects how modern SaaS vendors operationalise customer relationships at scale.
For a SaaS career, the role builds durable strengths in renewal strategy, value articulation, and risk management across the customer lifecycle. It also develops fluency in the systems and rhythms that govern subscription businesses, including forecasting, contracting workflows, and cross-functional coordination with Legal and Sales Operations. Experience with tools like Salesforce and customer analytics platforms is broadly transferable across SaaS segments where data-backed account planning is a core discipline.
This role tends to suit professionals who prefer structured ownership over a book of business, balancing consultative relationship work with commercial negotiation. It aligns with candidates who like working from metrics, turning product usage patterns into account actions, and partnering internally to remove friction for customers. It is also a strong match for those aiming to deepen expertise in renewals-led growth within established SaaS operations.
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.
The base salary range for this position is $105,000.00 - $125,400.00 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.
