Account Manager - London

About the role

Join PagerDuty as an Account Manager, where you will serve as the primary point of contact for a dedicated portfolio of existing SaaS clients. Your main responsibility will be to nurture and deepen customer relationships, ensuring clients successfully adopt and derive maximum value from PagerDuty's platform. You will work closely with clients to understand their needs, identify opportunities for expansion, and support their ongoing success with our solutions. This role combines elements of customer success, account management, and sales, aiming to maximize customer satisfaction while driving revenue growth for the company. You will be part of a dynamic team that values proactive engagement, strategic thinking, and collaborative problem-solving to help clients achieve their operational goals.

Key facts

What you'll do

• Manage a portfolio of clients by maintaining regular contact, understanding their business objectives, and ensuring they are leveraging PagerDuty's platform effectively.
• Develop tailored account plans to promote product adoption, maximize customer value, and ensure high levels of satisfaction and retention.
• Drive renewal processes by negotiating contract terms, managing multi-year agreements, and ensuring timely renewals to minimize churn.
• Identify expansion opportunities within existing accounts by analyzing usage data, business insights, and customer feedback to recommend additional features or services.
• Collaborate with legal, sales operations, and renewals teams to facilitate smooth contract negotiations, accurate forecasting, and comprehensive reporting.
• Use client health metrics, usage analytics, and business insights to monitor account health proactively, addressing potential risks before they escalate.
• Maintain deep product knowledge to provide consultative guidance on configuration, feature adoption, and best practices tailored to each client's needs.
• Build strong, trust-based relationships with key stakeholders at each client organization, understanding their strategic priorities and aligning PagerDuty's offerings accordingly.
• Conduct regular business reviews with clients to demonstrate value, discuss upcoming needs, and reinforce the partnership.
• Work with internal teams such as Customer Success, Product, and Sales to relay customer feedback, influence product development, and improve service delivery.
• Track account performance through key metrics, prepare reports, and communicate insights to internal stakeholders to inform strategic decisions.
• Assist clients with onboarding, training, and ongoing support to ensure they are fully equipped to utilize PagerDuty's platform effectively.
• Stay informed about industry trends, competitor offerings, and emerging technologies, especially in areas like AI and automation, to better serve clients and identify new opportunities.
• Contribute to the development of scalable processes and best practices for account management and customer success initiatives.
• Support the onboarding of new clients as needed, ensuring a smooth transition from sales to account management.
• Participate in cross-functional projects aimed at improving customer experience, product features, and operational efficiency.

Requirements

• A minimum of 7 years of experience in customer-facing roles, including Account Management, Customer Success, or Renewals, preferably within SaaS or enterprise software environments.
• Proven success managing SaaS renewals, upselling, and account growth over at least 4 years, demonstrating a track record of achieving revenue and retention targets.
• Strong proficiency with Salesforce (SFDC) and experience using analytics tools such as Gainsight, Tableau, or Looker to monitor account health and usage data.
• Bachelor's degree or equivalent professional experience that demonstrates the ability to understand complex technical and business concepts.
• Excellent negotiation skills, with experience structuring multi-year contracts and managing contract value strategically.
• Exceptional communication and interpersonal skills, capable of building rapport with diverse stakeholders at all levels of an organization.
• Analytical mindset, with the ability to interpret data, identify trends, and develop actionable insights to support account strategies.
• Self-motivated and proactive, with a strong sense of ownership and accountability for client success.
• Ability to work collaboratively across teams, including Sales, Customer Success, Legal, and Product, to deliver seamless customer experiences.
• Strong organizational skills, with the ability to manage multiple accounts and priorities simultaneously.
• Knowledge of SaaS industry best practices, renewal processes, and customer lifecycle management.
• Experience working with enterprise clients or within a DevOps environment is a plus.
• Familiarity with AI-powered tools and automation concepts relevant to customer success and account management is advantageous.

Nice to have

• Demonstrated ability to leverage data analytics and health metrics to inform customer retention and growth strategies.
• Experience applying MEDDPICC or Command of the Message (COM) sales frameworks to manage complex sales cycles and customer negotiations.
• Background working with enterprise software customers, especially in environments involving DevOps, cloud, or automation technologies.
• Knowledge of AI and machine learning tools that can enhance customer insights, operational efficiency, or product adoption.
• Proven track record of achieving or exceeding revenue, renewal, and customer satisfaction goals through consultative and strategic account management.
• Self-starter attitude with strong negotiation, problem-solving, and collaboration skills.

Skills & tools

• Salesforce (SFDC) for customer relationship management and pipeline tracking.
• Gainsight, Tableau, or Looker (or similar analytics tools) for monitoring account health, usage, and engagement metrics.
• Basic understanding of AI, machine learning, and automation concepts relevant to SaaS and customer success.

Practical notes

PagerDuty operates a hybrid work model, combining in-office and flexible working arrangements. While the London office is the designated location, candidates must reside within an eligible country and region to be considered. The company offers a competitive salary package, along with comprehensive benefits designed to support employee well-being and professional growth. Benefits include flexible work arrangements, company equity, an Employee Stock Purchase Program (ESPP), and a retirement or pension plan. PagerDuty also provides generous paid time off, including holidays, sick leave, and Wellness Days, which are company-wide paid days off aimed at promoting mental health and work-life balance. The HibernationDuty program offers additional paid days off during the year, encouraging employees to rest and recharge. Parental leave policies include 22 weeks paid leave for pregnant parents and 12 weeks for non-pregnant parents, with provisions aligned to local laws. Employees also have access to paid volunteer time off (20 hours annually), company-wide hack weeks fostering innovation, and mental wellness programs to support overall health. Eligibility for specific benefits may vary based on role, location, and tenure. PagerDuty is committed to fostering an inclusive environment and supporting employees through various initiatives and resources.