Enterprise Customer Success Manager

incident.io•San Francisco, CA

7d•$160,000 - $200,000•Onsite

About The Position

incident.io is the leading AI incident response platform, relied on by some of the best engineering teams in the world when things go wrong. Since launching in 2021, we've helped over 2,000 companies, including OpenAI, Netflix, and Airbnb, run more than 1 million incidents. The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously. We've raised $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.

Requirements

Carried a book of enterprise accounts, the kind where you know the org chart, the politics and the three teams who haven't adopted yet, not just the person who signed.
Sold to, or supported, technical people, whether that's engineering teams, on-call rotations or developer tools. You can hold your own in a technical conversation without needing to escalate every one of them.
Commercial instincts. You spot the account that's about to double, you know what a risk signal looks like early, and you know when to pull your AE in.
Run onboarding for organisations where adoption had to be won team by team, and you've got the scar tissue to prove it.
Know what enterprise CS looks like when it's done well. Exec relationships that survive a bad quarter, reviews people actually want to attend, AI-assisted workflows that give you back time. You don't need to have built all of it, but you've got opinions on what you'd do differently.
Half-built process doesn't rattle you. You'd rather fix the documentation than complain about it.
Like being in a room with customers, and you'll get on a plane for the right one.

Responsibilities

Leading seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to incident.io while delivering in-depth training to maximize platform adoption and value.
Building and maintaining strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor. You’ll regularly engage with customers to understand their evolving needs and provide tailored, impactful solutions.
Proactively addressing customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary.
Identifying and driving expansion opportunities, including upsells and cross-sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io.
Championing the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales, and Marketing teams to drive alignment and success.