Why This Job is Featured on The SaaS Jobs
This Account Manager role sits at the core of the SaaS retention economy, where recurring revenue is protected and expanded through ongoing customer outcomes rather than one-off transactions. PagerDuty’s platform orientation, alongside references to telemetry and usage analytics, signals an environment where customer engagement can be observed, measured, and acted on, which is increasingly central to modern SaaS operating models.
From a SaaS career perspective, the work builds durable skills in renewal strategy, adoption planning, and commercial negotiation across multi-year agreements. Managing customer health through product signals and business insights reflects a shift toward data-led account management, experience that translates well across subscription businesses using tools like Salesforce and customer analytics platforms. The cross-functional interface with Legal, Sales Ops, and renewals also mirrors how mature SaaS organizations operationalize forecasting, contracting, and lifecycle management.
The position will suit professionals who prefer owning a defined book of business and improving outcomes through structured account plans and disciplined follow-through. It aligns with candidates who enjoy balancing consultative customer guidance with commercial accountability, and who are comfortable using metrics to prioritize activity. Those interested in enterprise software relationships and operational rigor in customer management should find the scope particularly relevant.
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.
