Manager, Customer Success

incident.io•San Francisco, CA

15d

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. The role in one line Lead and grow a high-performing, US-based CS team as we scale from $XXM to $XXXM, and beyond. What that looks like day to day You're our first manager of Customer Success in the US, and stepping into a unique scenario: you are not coming in to fix something — the team is already strong, and our retention metrics are the gold standard. Your job is to take what's working and make it repeatable — forecasting, renewals, customer health, the rhythms that hold up when the team is twice the size. You'll lead CSMs across New York and San Francisco, spanning white glove, high and medium touch motions. You'll report into our CRO until we hire a global VP of Customer Success — a role we're actively working on — which means for now you've got a direct line to commercial leadership and unusual latitude to shape how the function runs. You'll have a counterpart running CS in EMEA, and the two of you will set the standard globally. Expect to be a player-coach. You'll run forecast reviews and 1:1s, and you'll also 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. You'll partner tightly with Sales, Product, Marketing and RevOps, and you'll 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. We're AI-forward in two directions here. Our customers buy an AI incident response product, so fluency in what it does and where it's going is part of the job. And internally, we expect you and your team to be using 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. Supporting you We work hard and we think life outside work matters just as much. Our benefits pack is built to support both.

Requirements

Fluency in AI incident response product capabilities and future direction
Ability to use AI in actual workflows (account research, health signals, call prep, QBR prep)
Experience managing a Customer Success team
Strong retention metrics
Ability to make processes repeatable
Experience with white glove, high, and medium touch customer motions

Nice To Haves

Experience reporting to a CRO
Experience setting global standards for a function
Experience partnering with Sales, Product, Marketing, and RevOps

Responsibilities

Lead and grow a high-performing, US-based CS team
Make forecasting, renewals, and customer health repeatable as the team scales
Lead CSMs across New York and San Francisco, spanning white glove, high and medium touch motions
Set the global standard for CS with a counterpart running CS in EMEA
Act as a player-coach, running forecast reviews and 1:1s, and participating in customer calls
Partner with Sales, Product, Marketing, and RevOps
Be a clear voice of the customer inside the company
Utilize and push the use of AI in workflows such as account research, health signals, call prep, and QBR prep