Expansion Account Manager

incident.io•San Francisco, CA

7d•$105,000 - $115,000

About The Position

incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime. 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. You'll meet some of the world's fastest-growing startups when they've got five engineers - and you'll be the reason they're still with us when they've got five hundred. As an Expansion Account Manager at incident.io, you're picking up the relationship with companies like Vanta, Linear and Vercel - the ones who started small and won't stay that size for long. You own a book of commercial customers end to end, and your job is simple to say and hard to do: keep them, and grow them. That means spotting where a team's usage is outgrowing their plan, knowing when an account is ready to grow into more of what we offer, and being the person who makes expansion feel like the obvious next step rather than a sales pitch. You'll work closest with CS and the wider GTM team - CS to understand what's actually happening inside an account, GTM to make sure what you're learning feeds back into how we sell and expand across the customer base - but you'll pull in Sales and Product whenever an account needs it. We're AI-forward here, and this role is no exception. You'll use AI to build account plans faster, catch expansion signals before they're obvious, and draft outreach that still sounds like you wrote it. We're not asking you to trust a black box - we want you testing what works and pushing us to get better at it.

Requirements

Experience in the expansion side of account management.
Ability to differentiate between growing an account and just keeping it.
Proven track record with renewal conversations.
Comfortable handling pushback from CTOs or VPs.
Enjoys challenging conversations.
Persistence when deals get difficult.
Genuine interest in AI tooling and optimizing workflows.
Motivated by seeing revenue move due to personal contributions.
Excited by the prospect of building and refining playbooks for a new segment.
Adaptable to startup environments and comfortable building processes while executing.

Responsibilities

Own a book of commercial customers end to end.
Keep existing customers and grow their accounts.
Spot where a team's usage is outgrowing their plan.
Identify when an account is ready to grow into more of what incident.io offers.
Make expansion feel like the obvious next step rather than a sales pitch.
Work closely with Customer Success (CS) and the wider Go-To-Market (GTM) team.
Feed learnings back into how incident.io sells and expands across the customer base.
Pull in Sales and Product teams when an account needs it.
Use AI to build account plans faster.
Use AI to catch expansion signals before they're obvious.
Use AI to draft outreach that sounds authentic.
Test AI tools and push for improvements.