Commercial Customer Success Manager -

incident.io; San Francisco (CA); On-site; USD 125,000 - 180,000; Full time

Job summary

incident.io seeks a Commercial Customer Success Manager to support a high-volume customer base and ensure successful onboarding, renewal, and growth. This mid-senior level role requires strong relationship-building and analytical skills to drive customer success within a SaaS environment. The position offers competitive compensation and valuable benefits in a dynamic and caring organizational culture.

Benefits

Market leading private medical insurance

Generous parental leave

Competitive salary and equity

Remote working support

Personal development budget

Enhanced pension/401k

Qualifications

• Proven experience managing SMB or Mid-Market SaaS customers.
• Ability to deliver personalized customer value.
• Strategic mindset to connect customer outcomes to business impact.

Responsibilities

• Lead onboarding and adoption for a high-volume portfolio of Commercial customers.
• Act as a trusted advisor helping customers navigate product usage.
• Identify and address risks or blockers early.

Skills

Relationship-building

Communication

Analytical mindset

Customer retention

Problem solving

Education

Experience in Customer Success or Account Management

Job description

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This range is provided by incident.io. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$125,000.00/yr - $180,000.00/yr

About Incident.io

incident.io is the leading all-in-one platform for incident management. From small bugs to major outages, incident.io helps teams respond fast, reduce downtime, and improve every time something goes wrong.

Since launching in 2021, we’ve helped 800 companies—including Netflix, Airbnb and Block—resolve over 250,000 incidents. Every month, more than 30,000 responders across Engineering, Product and Support use incident.io to fix things faster.

We’re a small team that cares deeply about pragmatism, quality, magic, and pace. We've raised $100M from Index Ventures, Insight Partners and Point Nine, alongside many angel investors who are founders and executives of world-class companies.

The Team

Our Customer Success organization is at the heart of incident.io. The team has an exceptional ability to understand customer challenges and deliver Incident Management solutions that truly resonate and make an impact.

We believe in a customer-led product approach, collaborating seamlessly with our Product team to uncover, understand and address the unique needs / challenges of each customer. Our mission and goals go beyond satisfaction we strive to delight customers at every stage of their journey, building and fostering long-term relationships built on trust, shared success, and mutual growth.

The Commercial CSM team partners with a high-volume portfolio of growth-oriented companies primarily in our sub-1,000 employee segment. These customers sit outside of our strategic Enterprise tier but often represent high potential and strong alignment with our platform. The team blends scalable service delivery with thoughtful 1:1 touch points to drive successful onboarding, adoption, and renewals ensuring our Commercial customers feel supported and equipped to grow.

Our Commercial customer base include industry leaders like Vanta, Monday.com, Loom, and more trusted partners who rely on us to keep their operations resilient and their teams empowered.

What You’ll Be Doing

• Lead onboarding and adoption for a high-volume portfolio of Commercial customers, using a blend of 1:1 engagement and scalable programs to maximize time to value
• Act as a trusted advisor by helping customers navigate product usage, troubleshoot issues, and align on outcomes that matter most to their teams
• Identify and address risks or blockers early, advocating for retention and product expansion through data-backed insights and proactive outreach
• Collaborate cross-functionally with Product, Engineering, Sales, Marketing and Support to champion the voice of the Commercial customer internally
• Scale success efficiently by refining playbooks, automating repeatable tasks, and contributing to content and tooling that drive customer outcomes
  
  

What You Need To Be Successful

• Proven experience in Customer Success, Account Management, or a similar role managing SMB or Mid-Market SaaS customers
• Exceptional relationship-building and communication skills, with the ability to support many customers while delivering thoughtful, personalized value
• Strategic and analytical mindset: able to connect customer outcomes to business impact, recognize signals of risk or expansion, and balance deep engagement with scalable solutions through systems, tooling, or process
• Motivation and ability to thrive in a fast-paced, early-stage environment where you can operate autonomously, adapt to shifting priorities, and build the playbook as you go
• Comfort collaborating across functions to align on goals, solve problems, and deliver a consistent customer experience
  
  

What We Offer

We’re building a place where great people can do their best work—and that means looking after you and your family with benefits that support health and personal growth.

• Market leading private medical insurance
• Generous parental leave
• First Friday of the month off
• Generous annual leave/PTO allowance
• Competitive salary and equity
• Remote working and personal development budget
• Enhanced pension/401k
  
  

Compensation Range: $125K - $180K

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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