AI-Driven Commercial CSM — Onboard, Expand & Delight Tech Accounts

incident; San Francisco (CA); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Market-leading private medical保险

Competitive PTO

First Friday of every month off

Enhanced 401k

Meaningful equity

Unlimited AI spend

Generous parental leave

Two budgets that have your back

Job summary

incident.io is hiring a Commercial Customer Success Manager in San Francisco to onboard, embed and expand usage for 70–80 mid-market customers. You’ll drive onboarding, adoption, and value realization with 1:1 sessions and scalable programs, while spotting expansion opportunities for Sales and ensuring customer outcomes align with product and support.

You’ll blend strategic planning with hands-on execution to grow ARR.

Qualifications

• 40–100+ accounts managed with consistent presence across them.
• Able to speak with engineers and technical stakeholders about tools and on-call rotations.
• Strong commercial instincts with renewal and growth orientation.

Responsibilities

• Own onboarding, adoption and expansion for mid-market customers.
• Lead 1:1 sessions and scalable programs to drive value quickly.
• Identify expansion opportunities and partner with Sales to grow ARR.
• Be the voice of Commercial customers to Product, Engineering and Support.

Skills

Account ownership

Technical conversations

Commercial acumen

Customer empathy

Tools

CRM software

CS platforms

Job description

incident.io is hiring a Commercial Customer Success Manager in San Francisco to onboard, embed and expand usage for 70–80 mid-market customers. You’ll drive onboarding, adoption, and value realization with 1:1 sessions and scalable programs, while spotting expansion opportunities for Sales and ensuring customer outcomes align with product and support.

You’ll blend strategic planning with hands-on execution to grow ARR.