Manager, Customer Success

incident.io•San Francisco, CA

15d•$175,000 - $200,000•Hybrid

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.

Requirements

Fluency in what AI incident response products do and where they are going.
Experience leading and growing a Customer Success team.
Experience with forecasting, renewals, and customer health management.
Familiarity with white glove, high, and medium touch customer success motions.
Ability to partner effectively with Sales, Product, Marketing, and RevOps.
Willingness to use AI in workflow and drive adoption.

Responsibilities

Lead and grow a high-performing, US-based CS team as we scale from $XXM to $XXXM, and beyond.
Take what's working and make it repeatable — forecasting, renewals, customer health, the rhythms that hold up when the team is twice the size.
Lead CSMs across New York and San Francisco, spanning white glove, high and medium touch motions.
Run forecast reviews and 1:1s.
Be on customer calls — sometimes because an account needs you, often because you want to be close enough to the work to know whether the playbook you're writing actually holds.
Partner tightly with Sales, Product, Marketing and RevOps.
Be one of the clearest voices of the customer inside the company, connecting what you're hearing in the field to where the product goes next.
Use AI in the actual workflow — account research, health signals, call prep, QBR prep — and to push that further rather than wait for someone to hand you a process.