Commercial Customer Success Manager

incident.io•New York, NY

1d•Remote

About The Position

incident.io is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability. We bring together on-call, incident response, AI SRE, and status pages in a single platform, giving teams everything they need to respond quickly, reduce downtime, and keep customers in the loop. Since launching in 2021, we’ve helped over 1,500 companies, including Netflix, Airbnb, and Block, run more than 500,000 incidents. Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io to restore services faster, stay aligned under pressure, and focus on building what matters. We’re a fast-growing, highly ambitious team that cares deeply about our customers, product quality, and making it magic. We’ve raised $100M from Index Ventures, Insight Partners, and Point Nine, alongside founders and executives from world-class technology companies. The Team Our Customer Success organization is at the heart of incident.io. The team has an exceptional ability to understand customer challenges and deliver Incident Management solutions that truly resonate and make an impact. We believe in a customer-led product approach, collaborating seamlessly with our Product team to uncover, understand and address the unique needs / challenges of each customer. Our mission and goals go beyond satisfaction we strive to delight customers at every stage of their journey, building and fostering long-term relationships built on trust, shared success, and mutual growth. The Commercial CSM team partners with a high-volume portfolio of growth-oriented companies primarily in our sub-1,000 employee segment. These customers sit outside of our strategic Enterprise tier but often represent high potential and strong alignment with our platform. The team blends scalable service delivery with thoughtful 1:1 touch points to drive successful onboarding, adoption, and renewals ensuring our Commercial customers feel supported and equipped to grow. Our Commercial customer base include industry leaders like Vanta, Monday.com, Loom, and more trusted partners who rely on us to keep their operations resilient and their teams empowered.

Requirements

Proven experience in Customer Success, Account Management, or a similar role managing SMB or Mid-Market SaaS customers
Exceptional relationship-building and communication skills, with the ability to support many customers while delivering thoughtful, personalized value
Strategic and analytical mindset: able to connect customer outcomes to business impact, recognize signals of risk or expansion, and balance deep engagement with scalable solutions through systems, tooling, or process
Motivation and ability to thrive in a fast-paced, early-stage environment where you can operate autonomously, adapt to shifting priorities, and build the playbook as you go
Comfort collaborating across functions to align on goals, solve problems, and deliver a consistent customer experience

Responsibilities

Lead onboarding and adoption for a high-volume portfolio of Commercial customers, using a blend of 1:1 engagement and scalable programs to maximize time to value
Act as a trusted advisor by helping customers navigate product usage, troubleshoot issues, and align on outcomes that matter most to their teams
Identify and address risks or blockers early, advocating for retention and product expansion through data-backed insights and proactive outreach
Collaborate cross-functionally with Product, Engineering, Sales, Marketing and Support to champion the voice of the Commercial customer internally
Scale success efficiently by refining playbooks, automating repeatable tasks, and contributing to content and tooling that drive customer outcomes