Account Manager - New York
WFA Digital Insight
As the demand for digital operations management continues to rise, companies like PagerDuty are at the forefront, with over 13,000 organizations relying on their platform. The role of Account Manager has never been more crucial, with 7+ years of customer-facing experience and proficiency in Salesforce being highly sought after. With the SaaS market projected to grow by 25% annually, skilled professionals are in high demand. Candidates should be prepared to showcase their ability to drive customer success and revenue growth in a fast-paced, tech-driven environment.
Job Description
About the Role
PagerDuty is a leader in Digital Operations Management, and as an Account Manager, you will play a pivotal role in ensuring customer success and driving revenue growth. 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. Your day-to-day will involve maintaining and growing customer relationships, driving product adoption, managing renewals, and identifying strategic expansion opportunities that deliver measurable business value.The ideal candidate will have a strong commercial acumen, a passion for data-driven customer management, and experience with SaaS products and AI-driven insights. You will be working closely with a diverse, customer-focused team and will be expected to maintain strong product knowledge and deliver consultative guidance to drive configuration optimization and feature adoption.
As an Account Manager at PagerDuty, you will be part of a rapidly expanding platform for Digital Operations Management using AI/ML and Automation, with a growing adoption by Development, IT, Customer Service, Security, and other teams across the organization.
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 existing customer accounts
- Build and maintain strong relationships with key decision-makers and influencers within customer accounts
- Stay up-to-date with industry trends and emerging technologies to identify potential opportunities for growth
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
- Experience with SaaS products and AI-driven insights
- Excellent communication, negotiation, and problem-solving skills
- Ability to work in a fast-paced, dynamic 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 base salary
- Bonus, commission, equity, and/or benefits
- Opportunity to work with a rapidly expanding platform for Digital Operations Management
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to cutting-edge technologies and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Ensure you have a strong understanding of Salesforce and analytics tools, and be prepared to provide examples of how you have used these tools in previous roles.
- Develop a portfolio that showcases your ability to drive customer success and revenue growth, and be prepared to discuss your approach to account management and customer relationships.
- Research the company and the role thoroughly, and be prepared to ask informed questions during the interview process.
- Highlight your ability to work in a fast-paced, dynamic environment and prioritize multiple tasks and projects, and provide examples of how you have managed complex customer relationships in the past.
- Be prepared to negotiate salary and benefits, and do your research to determine the market rate for the role.
- Look for red flags such as high churn rates or lack of investment in employee development, and be prepared to ask questions about the company culture and values.
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