Customer Success Account Manager

PagerDuty (NYSE:PD) is at the forefront of Digital Operations Management, trusted by organizations of all sizes to deliver exceptional digital experiences. Our platform helps teams identify issues and capitalize on opportunities in real-time, allowing them to address challenges swiftly and avoid future problems. Over 13,000 organizations, including 60 of the Fortune 100, utilize PagerDuty for their Digital Transformation, Cloud Migration, and DevOps Modernization initiatives, with notable clients such as GE, Cisco, and Netflix.

We are excited to expand our diverse, customer-centric team and are looking for a Customer Success Account Manager! In this role, you will be the main point of contact for a portfolio of valued SaaS customers, collaborating with various teams to achieve outstanding customer outcomes. Your primary responsibilities will include nurturing and expanding customer relationships, driving product adoption, managing renewals, and recognizing strategic growth opportunities that deliver tangible business impact. This position offers the unique opportunity to blend customer success and sales expertise, allowing customers to fully leverage the PagerDuty platform while fostering revenue growth.

The ideal candidate is an enthusiastic relationship builder with strong business acumen, a passion for data-driven customer management, and experience with SaaS products and AI-driven insights.

Key Responsibilities

• Own and manage a portfolio of existing customers, ensuring adoption, value realization, and retention.
• Develop and implement account plans aimed at driving renewals, reducing churn risk, and discovering expansion opportunities.
• Present and negotiate renewal proposals, structuring long-term options and managing contract value through comprehensive account management.
• Track customer health using analytics, telemetry, and business insights to identify and address potential risks proactively.
• Work cross-functionally with Legal, Sales Operations, and Renewals teams to facilitate seamless contracting, forecasting, and reporting processes.
• Maintain deep product knowledge to provide consultative support that drives configuration optimization and feature adoption.

Basic Qualifications

• 7+ years of experience in customer-facing roles such as Account Management, Customer Success, or Renewals.
• 4+ years of proven success in managing renewals and growth in a SaaS environment.
• Experience with Salesforce (SFDC) and analytics tools like Gainsight, Tableau, or Looker.
• Bachelor's degree or equivalent experience.

Preferred Qualifications

• Proven ability to use data analytics and health metrics to manage and retain customer accounts effectively.
• Familiarity with MEDDPICC and Command of the Message (COM) frameworks.
• Experience with enterprise software customers or in a DevOps environment.
• Strong understanding of AI-powered tools and their applications for enhancing operational efficiency and insights.
• A track record of meeting revenue and retention goals through effective account management.
• A self-starter with strong collaboration, negotiation, and problem-solving abilities.

The base salary range for this position is $105,000.00 - $125,400.00 USD. This role may also be eligible for bonuses, commissions, equity, and/or benefits. Our base salary ranges are determined by role, level, and location. The range reflects the minimum and maximum base salary anticipated for new hires in this position. Pay is influenced by factors such as market location, job-related knowledge, skills, and experience.

If you're concerned about meeting every requirement, we still encourage you to apply! We value potential and consider the full professional journey of each candidate. If this isn’t the right fit for you, feel free to sign up for job alerts!

Where We Work

PagerDuty operates a hybrid model with offices in several major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within these locations, we are unable to employ candidates outside eligible areas.

Location Restrictions:

• Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
• Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
• United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming

We are committed to promoting a diverse and inclusive workplace. Our values guide our actions and define what it means to be part of the PagerDuty community.

What We Offer

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity
• Employee Stock Purchase Program
• Retirement or pension plan
• Generous paid vacation and sick leave
• Company-wide initiatives for wellness and volunteer time off

About PagerDuty

PagerDuty is a global leader in digital operations management, providing essential tools to businesses for enhanced operational resilience. With a commitment to innovation and customer success, we take pride in being recognized as a top workplace and delivering noteworthy results for our clients.

Join our team, and help us deliver continuous improvement in digital operations.

PagerDuty is an equal opportunity employer, promoting diversity and inclusion in the workplace. We are also dedicated to ensuring accessibility for all candidates in our job application process.