Account Manager

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. Over 13,000 organizations, including 60 of the Fortune 100, rely on PagerDuty to deliver a perfect digital experience to their customers. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and operational efficiency for enterprises.

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.

• 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.
• 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.

The base salary range for this position is 105,000 - 126,500 CAD. This role may also be eligible for bonus, commission, equity, and/or benefits. PagerDuty offers a comprehensive benefits package including flexible work arrangements, company equity, retirement or pension plan, generous paid vacation time, paid holidays and sick leave, paid parental leave, and mental wellness programs.

This role is expected to come into our Toronto office 2 days per week. PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. Candidates must reside in an eligible location, which vary by role.

To apply, submit your resume through the provided application link. PagerDuty encourages applicants even if they don't meet every requirement.