Enterprise Customer Success Manager

incident.io; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

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.

Skills

Enterprise accounts

Technical discussions

Commercial instincts

Onboarding leadership

Executive relationships

Process improvement

Travel willingness

Job description

A little about us

incident.io is the leading AI incident response platform, relied on by some of the best engineering teams in the world when things go wrong. Since launching in 2021, we've helped over 2,000 companies, including OpenAI, Netflix, and Airbnb, run more than 1 million incidents. 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

Suggestion: Customers trust incident.io as critical tooling, the thing they reach for at 3am. As an Enterprise CSM you take some of our most complex accounts from first team to org-wide standard: scaling adoption, embedding best practice, and maturing their operational maturity - so the platform delivers value for years, not just at renewal.

What that looks like day to day

• Leading seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to incident.io while delivering in-depth training to maximize platform adoption and value.
• Building and maintaining strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor. You’ll regularly engage with customers to understand their evolving needs and provide tailored, impactful solutions.
• Proactively addressing customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary.
• Identifying and driving expansion opportunities, including upsells and cross-sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io.
• Championing the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales, and Marketing teams to drive alignment and success.

Who you are

• You've carried a book of enterprise accounts, the kind where you know the org chart, the politics and the three teams who haven't adopted yet, not just the person who signed.
• You've sold to, or supported, technical people, whether that's engineering teams, on-call rotations or developer tools. You can hold your own in a technical conversation without needing to elevate every one of them.
• You've got commercial instincts. You spot the account that's about to double, you know what a risk signal looks like early, and you know when to pull your AE in.
• You've run onboarding for organisations where adoption had to be won team by team, and you've got the scar tissue to prove it.
• You know what enterprise CS looks like when it's done well. Exec relationships that survive a bad quarter, reviews people actually want to attend, AI-assisted workflows that give you back time. You don't need to have built all of it, but you have opinions on what you'll do differently.
• Half-built process doesn't rattle you. You’d rather fix the documentation than complain about it.
• You actually like being in a room with customers, and you'll get on a plane for the right one.

Supporting you

We work hard and we think life outside work matters just as much. Our benefits pack is built to support both.

• Market-leading private medical insurance.
• The proper kind, so you're never weighing up your health against a bill.
• Competitive PTO.
• Showing up at your best requires switching off, and we make sure you have time to do that.
• First Friday of every month off.
• Yes, seriously.
• Enhanced 401k.
• We put real money in, because future-you deserves better than an afterthought.
• Meaningful equity.
• We're rapidly scaling, and everyone who helps shape the outcome should share in it.
• Unlimited AI spend.
• For everyone, not just engineers. We're all-in on AI across the company, and we expect you to be too.
• Generous parental leave.
• The early days with a new baby matter more than anything we're doing here, and we want you to be present for them.
• Two budgets that have your back.
• $1000 to invest in your setup, $500 a year to invest in yourself.