Why This Job is Featured on The SaaS Jobs
This Account Manager role sits squarely in the core SaaS motion of retaining and expanding recurring revenue, with an emphasis on operational, always on software used by technical teams. PagerDuty’s platform orientation makes the remit more than relationship maintenance, since customer outcomes are tied to product usage, configuration, and measurable reliability improvements.
For a SaaS career, the notable value is the blend of commercial ownership and product led customer management. Managing renewals alongside adoption work builds fluency in subscription economics, forecasting discipline, and the practical levers that reduce churn. The listing’s focus on telemetry, usage analytics, and tools like Salesforce and Gainsight signals experience that transfers across modern SaaS organisations where account strategy is increasingly data informed rather than purely relationship driven.
The role is best suited to someone who enjoys running a defined book of business with clear accountability for retention and expansion. It will fit professionals who prefer structured account planning, cross functional coordination with legal and operations, and negotiation work that rewards preparation and process. It also aligns with candidates who like translating technical product value into business outcomes for enterprise style stakeholders.
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.
