Commercial Customer Success Manager

incident.io•San Francisco, CA

6d•$125,000 - $155,000•Hybrid

About The Position

Customers trust incident.io as critical tooling, the thing they reach for at 3am. As a Commercial CSM, you're the partner to our mid-market engineering teams: getting them onboarded, embedded and expanding their usage, maturing their incident management and reliability as they grow. Our Customer Success organisation is at the heart of incident.io. We're the team closest to our customers' hardest problems, and we're trusted to solve them. We believe in a customer-led product approach, working hand in hand with Product to uncover and address what each customer really needs. Our goal goes beyond satisfaction: we want to delight customers at every stage of their journey, and build long-term relationships grounded in trust, shared success and mutual growth. The portfolio. You'll look after 70–80 Commercial customers: growth-oriented tech companies, mostly under 1,000 people, between $30k and $150k ARR each. Industry leaders like Vanta, Monday.com and Loom sit in this segment. Some are steady, some are scaling fast, and much of the job is knowing which is which, and what each one needs from you. The work. Most of your time goes to mid-market customers on our top-tier plan, where you're their dedicated CSM leading onboarding and adoption. You'll blend 1:1 time with scalable programmes to get teams to value quickly: best-practice sessions, end-user training, partnership and roadmap reviews. You'll also cover a subset of smaller customers in a low-touch capacity, leaning on usage data to spot risk and opportunity early. Day to day, this is a high ownership role. You'll help customers navigate the product, unpick problems when they hit them, and keep everyone pointed at the outcomes their team actually cares about. You are responsible for proactively identifying expansion and upsell opportunities, and partnering with Sales and Expansion Account Managers to grow revenue within your accounts. Internally, you're the voice of the Commercial customer with Product, Engineering, Sales, Marketing and Support. There's still a lot to build and a ton of opportunity for you to shape this segment. The Commercial motion works, but scaling and automating the customer journey is live work we're ramping up now - refining playbooks, automating the repeatable stuff, building the tooling and content that makes a portfolio this size easier to serve. We're AI-forward in how we approach it, so you'd be shaping this rather than inheriting it.

Requirements

Carried a book of 40 to 100+ accounts and worked out how to be present across all of them without going quiet on half.
Sold to, or supported, technical people (engineering teams, on-call rotations, developer tools).
Can hold your own in a technical conversation without needing to escalate every one of them.
Commercial instincts: spot accounts about to double, know what a growth signal looks like, and steer renewals to a good outcome.
Experience with scaled CS: playbooks, one-to-many programs, AI-assisted workflows.
Comfortable with half-built processes and fixing documentation.
Willingness to travel for customer meetings.
Unlimited AI spend for personal use.

Nice To Haves

Have opinions on what you'd do differently regarding scaled CS.
Enjoy being in a room with customers.

Responsibilities

Get customers onboarded, embedded and expanding their usage.
Mature customer incident management and reliability as they grow.
Delight customers at every stage of their journey, and build long-term relationships.
Lead onboarding and adoption for mid-market customers on the top-tier plan.
Blend 1:1 time with scalable programmes to get teams to value quickly.
Cover a subset of smaller customers in a low-touch capacity.
Help customers navigate the product and unpick problems.
Keep everyone pointed at the outcomes their team actually cares about.
Proactively identify expansion and upsell opportunities.
Partner with Sales and Expansion Account Managers to grow revenue within accounts.
Act as the voice of the Commercial customer with Product, Engineering, Sales, Marketing and Support.
Shape the scaling and automation of the customer journey.
Refine playbooks, automate repeatable tasks, and build tooling and content.