Remote Account Director/Client Services

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.

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.

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.

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.

Demonstrated ability to leverage data analytics and health metrics to manage and retain customer accounts.

Experience working with enterprise software customers or in a DevOps environment.

Proven history of achieving revenue and retention goals through consultative account management.

This role may also be eligible for bonus, commission, equity, and/or benefits.

Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Competitive salary

Flexible work arrangements

Company equity*

Retirement or pension plan*

Generous paid vacation time

Paid holidays and sick leave

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)*

NYSE:PD) is a global leader in digital operations management. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.