Account Manager - New York
WFA Digital Insight
The demand for skilled Account Managers in the SaaS industry has grown exponentially, with a 25% increase in job postings over the past year. As companies continue to adopt digital operations management solutions, the need for professionals who can effectively manage customer relationships and drive revenue growth has become more pressing. With over 13,000 organizations relying on PagerDuty, this role offers a unique opportunity to work with a leader in the field. Candidates should be prepared to showcase their expertise in customer success, sales, and data-driven decision making. Before applying, consider the importance of strong product knowledge, negotiation skills, and the ability to leverage data analytics to drive business outcomes.
Job Description
About the Role
As an Account Manager at PagerDuty, you will be the primary point of contact for a portfolio of existing SaaS customers. Your day-to-day responsibilities will include developing and executing account plans, presenting and negotiating renewal proposals, and collaborating with cross-functional teams to ensure exceptional customer outcomes. You will be working closely with the sales, customer success, and product teams to drive revenue growth and identify strategic expansion opportunities.In this role, you will have the opportunity to work with a diverse range of customers, from small businesses to large enterprises, and help them achieve their digital transformation goals. You will be responsible for maintaining strong relationships with your customers, understanding their needs, and providing tailored solutions to help them succeed.
The ideal candidate will have a strong background in account management, customer success, or sales, with a proven track record of driving revenue growth and customer satisfaction. You will be a proactive relationship builder with excellent communication and negotiation skills, and a passion for data-driven decision making.
What You Will Do
- 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
- Identify and pursue new business opportunities within the existing customer base
- Build and maintain relationships with key decision-makers at customer organizations
What We Are Looking For
- 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
- Strong commercial acumen and a passion for data-driven customer management
- Excellent communication, negotiation, and problem-solving skills
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects
Nice to Have
- Demonstrated ability to leverage data analytics and health metrics to manage and retain customer accounts
- Familiarity with the MEDDPICC and Command of the Message (COM) frameworks
- Experience working with enterprise software customers or in a DevOps environment
- Strong understanding of AI-powered tools and how they can be leveraged to drive efficiency and insight
Benefits and Perks
- Competitive salary and bonus structure
- Equity and stock options
- Comprehensive health and benefits package
- Flexible work arrangements, including remote work options
- Professional development and training opportunities
- Access to cutting-edge technologies and tools
- Collaborative and dynamic work environment
How to Stand Out
- Highlight your experience with SaaS products and customer success metrics in your resume and cover letter
- Prepare examples of how you have driven revenue growth and customer satisfaction in your previous roles
- Familiarize yourself with PagerDuty's products and services, and be prepared to ask informed questions during the interview process
- Emphasize your ability to work in a fast-paced environment and prioritize multiple tasks and projects
- Be prepared to discuss your experience with data-driven decision making and how you have used analytics tools to drive business outcomes
- Consider highlighting any experience you have with AI-powered tools and how they can be leveraged to drive efficiency and insight
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