Why This Job is Featured on The SaaS Jobs
This Account Manager role sits squarely in the post-sale motion that underpins many mature SaaS businesses: retaining and expanding recurring revenue across an existing customer base. With PagerDuty’s platform rooted in operational reliability and DevOps-adjacent use cases, the work tends to be tied to measurable outcomes like adoption, usage patterns, and renewal timing rather than one-off transactional sales.
For SaaS career development, the position offers repeated exposure to the mechanics of net revenue retention: forecasting renewals, identifying churn risk early, and translating product telemetry into commercial decisions. Experience working with tools like Salesforce and customer analytics platforms builds a durable skill set that transfers across subscription businesses, especially where customer health scoring and value realization are central to growth.
This role is best suited to professionals who prefer structured account planning, data-informed prioritization, and cross-functional coordination to move contracts forward. It will appeal to someone comfortable balancing relationship stewardship with negotiation and process discipline, and who wants to deepen expertise in renewals-led growth within a remote, US-based customer portfolio.
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.
