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Customer Relationship Manager

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At PagerDuty, Inc., we empower teams to do the critical work that moves business forward through our Operations Cloud.

We are seeking a Customer Relationship Manager to join our dynamic and customer-focused team. As a key player in maintaining and expanding customer relationships, you will be responsible for managing the subscription renewal process for an assigned portfolio of customers.

This role is perfect for a proactive, organized, and results-driven professional with experience in renewals, account management, or customer success.

You will collaborate closely with internal teams, including Customer Success, Sales, and Operations, to drive customer adoption and mitigate churn risks.

Key Responsibilities:

  • Own the subscription renewal process for assigned customers, ensuring contract retention and customer satisfaction.
  • Partner with Customer Success Managers to execute success strategies that drive software adoption and business value.
  • Develop and execute negotiation strategies to maximize contract value while strengthening customer relationships.
  • Collaborate across multiple teams, including Sales Operations, Account Executives, Legal, and Engineering, to ensure smooth renewal execution.

Basic Qualifications:

  • 2+ years of experience in renewals, account management, customer success, inside sales, or a similar role.
  • Strong interpersonal and communication skills (written and verbal), with the ability to engage effectively via phone, email, and web meetings.
  • Self-motivated and proactive, with the ability to work both independently and as part of a team.
  • Experience managing customer relationships and executing strategies to increase retention and revenue.