Account Manager (US)

About the role

PagerDuty is actively seeking an experienced Account Manager to own and nurture a specific portfolio of existing Software as a Service clients. In this capacity, you will serve as the primary point of contact for these strategic accounts, acting as a trusted advisor and internal conductor. You will collaborate extensively with Product, Engineering, and Sales teams to ensure clients fully realize the value and operational resilience promised by the PagerDuty Operations Cloud. This role requires you to own the entire customer journey, from driving product adoption and usage expansion to managing critical contract renewals and mitigating churn risk. You will be responsible for developing and executing long-term account strategies that align customer success with business growth objectives. A core part of this position involves identifying new opportunities for cross-sell and upsell within your assigned customer base. Ultimately, you will be accountable for ensuring your accounts not only renew but also expand their footprint and deepen their partnership with PagerDuty.

Key facts

What you'll do

• Assume end-to-end ownership for a designated book of business, driving adoption, value realization, and retention metrics for each account.
• Develop and execute tailored account plans that outline specific health indicators, business goals, and strategies to mitigate potential churn.
• Lead the negotiation and presentation of renewal contracts, designing strategic multi-year agreements that protect and grow total contract value.
• Leverage data and business intelligence to monitor customer engagement patterns and key performance indicators, intervening proactively when risks emerge.
• Partner with Legal, Sales Operations, and Renewals teams to streamline contracting processes, improve forecasting accuracy, and standardize reporting.
• Maintain an expert-level understanding of the PagerDuty platform to advise customers on optimal configurations and to champion the adoption of new features.
• Utilize customer health scores and data analysis to identify at-risk accounts and implement targeted retention strategies.
• Act as the primary liaison between the customer and internal product or engineering teams, escalating and advocating for strategic account needs.
• Identify and own expansion opportunities, aligning new solutions or additional deployments with the strategic goals of key enterprise clients.
• Collaborate with Finance and Sales to forecast revenue retention and growth from your portfolio using Salesforce and analytics tools.
• Represent the voice of the customer internally, ensuring product roadmaps and support processes reflect enterprise client requirements.
• Drive the successful execution of account-based marketing initiatives and executive engagement programs for strategic accounts.
• Document account playbooks and processes to ensure continuity and scalability of the customer success approach.
• Coach and advise customers on industry best practices for incident response and digital operations management.

Requirements

• You possess a minimum of 7 years of professional experience in customer-facing roles, specifically within Account Management, Customer Success, or Renewals positions.
• You have at least 4 years of proven experience managing contract renewals and actively growing revenue within a Software as a Service environment.
• You are proficient in using Salesforce (SFDC) as your primary CRM and have hands-on experience with analytics platforms such as Gainsight, Tableau, or Looker.
• You hold a Bachelor's degree or can demonstrate equivalent practical experience through a strong professional background.
• You have a documented history of managing enterprise-level clients and navigating complex procurement processes.
• You are highly proficient in interpreting data to drive account strategy and making decisions based on empirical evidence and metrics.
• You have utilized sales methodologies such as MEDDPICC or Value Selling to structure and win complex deals.
• You have experience operating in a DevOps or technology-centric environment where operational uptime and reliability are critical.
• You understand the fundamentals of AI-driven tools and how they can be leveraged to improve operational efficiency and generate insights.
• You have a consistent track record of meeting or exceeding revenue quotas and retention targets over multiple quarters.
• You are exceptionally skilled in negotiation, problem-solving, and building high-trust relationships with executive stakeholders.
• You are self-motivated and disciplined, capable of managing a complex portfolio of accounts with minimal direct supervision.

Nice to have

• You have a proven ability to use data analysis and customer health metrics to manage and retain accounts effectively.
• You have previous experience in enterprise sales and are adept at utilizing methodologies like MEDDPICC and Value Selling.
• You have direct experience working with enterprise software clients or within a DevOps or platform engineering environment.
• You possess a solid understanding of AI-driven tools and their practical application for driving efficiency and generating actionable insights.
• You have an established track record of meeting revenue and retention targets through a consultative account management style.
• You are highly self-motivated and demonstrate strong collaboration, negotiation, and problem-solving skills in all interactions.

Practical notes

• PagerDuty offers a competitive salary, comprehensive benefits, flexible work arrangements, company equity, ESPP, retirement plans, generous paid time off, wellness days, paid parental leave (22 weeks for birthing parent, 12 weeks for non-birthing parent), paid volunteer time off, company hack weeks, and mental wellness programs.
• Candidates must reside in an eligible US state. Specific state restrictions apply.
• PagerDuty uses E-Verify for employment verification.
• PagerDuty is committed to providing reasonable accommodations for individuals with disabilities.

About the company

PagerDuty, Inc. (NYSE: PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises.