Account Manager
PagerDuty
full-time
Posted on:
Location Type: Remote
Location: Massachusetts • United States
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About the role
- 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.
Requirements
- 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.
Benefits
- Competitive salary
- Comprehensive benefits package
- Flexible work arrangements
- Company equity*
- ESPP (Employee Stock Purchase Program)*
- Retirement or pension plan*
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
- Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
- Paid volunteer time off: 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account managementcustomer successrenewals managementusage analyticstelemetrybusiness insightsconfiguration optimizationfeature adoptionSaaS
Soft Skills
customer retentionnegotiationstrategic account managementcross-functional collaborationconsultative guidance