Enterprise CSM: Scale Adoption, Drive Value & Equity

incident.io

San Francisco (CA)

Hybrid

USD 120,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Private medical insurance

PTO

First Friday off

401k

Equity

Unlimited AI spend

Parental leave

Setup budget

Sponsorship for growth

Job summary

incident.io is hiring an Enterprise Customer Success Manager to onboard and scale adoption for strategic accounts. You will build trusted relationships with C‑level and engineering teams, driving expansion while aligning with product and sales goals.

You’ll be a customer advocate, surfacing insights in monthly reviews and guiding cross-functional teams to deliver measurable value beyond renewal.

Qualifications

Managed enterprise accounts with knowledge of org charts and adoption hurdles.
Able to discuss technical topics with engineering teams without escalation.
Strong commercial sense; can spot risks and growth opportunities.
Led onboarding for adoption across teams within large organisations.
Built executive-level relationships and translated feedback into product actions.

Responsibilities

Lead seamless onboarding and integration for net-new enterprise customers with in-depth training.
Build and maintain strategic relationships with key stakeholders as trusted advisor.
Proactively address challenges, ensure satisfaction, and advocate for improvements.
Identify and drive expansion opportunities including upsells and cross-sells.
Champion customer voice in meetings and align with Product, Engineering, Sales and Marketing.