Account Manager - Boston

The role

You will serve as the primary point of contact for a portfolio of existing SaaS customers. You will maintain and grow customer relationships, drive product adoption, manage renewals, and identify strategic expansion opportunities.

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.
• Monitor customer health using usage analytics, telemetry, and business insights.
• Collaborate cross-functionally with Legal, Sales Operations, and Renewals teams.
• Maintain strong product knowledge and deliver consultative guidance to drive configuration optimization and feature adoption.

Required qualifications

• 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.

Nice to have

• Demonstrated ability to leverage data analytics and health metrics to manage and retain customer accounts.
• Prior enterprise sales expertise leveraging MEDDPICC & Value Selling.
• 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.
• Proven history of achieving revenue and retention goals through consultative account management.
• Self-starter with strong collaboration, negotiation, and problem-solving skills.

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
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks

About the company

PagerDuty, Inc. is a global leader in AI-first digital operations. The PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations.