Expansion Account Manager

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

Benefits offered by this job

Private medical insurance

Competitive PTO

First Friday off

Enhanced 401k

Meaningful equity

Unlimited AI spend

Generous parental leave

Setup budget

Self-improvement budget

Job summary

incident.io is seeking an Expansion Account Manager to own a growing book of commercial customers and drive expansion from start to finish. You will partner with CS and GTM to align on insights and fuel growth, using AI to accelerate account planning and signal detection. You’ll craft authentic outreach and guide customers through higher-value moves as their usage scales.

You’ll thrive in a fast-moving startup with a strong revenue focus, and you’ll enjoy shaping the expanding playbook as you go.

Qualifications

• Experience expanding accounts and renewing deals.
• Comfort discussing value with CTOs/VPs and handling tough questions.
• Strong interest in AI tooling and improving workflows.

Responsibilities

• Own a book of commercial customers end to end and drive expansion.
• Collaborate with CS and GTM to feed learnings into sales and expansion strategy.
• Use AI to build account plans and identify expansion signals early.
• Draft outreach that sounds authentic and not like a sales pitch.

Skills

Expansion experience

Renewal conversations

Handling tough talks

AI tooling

Revenue mindset

Job description

A little about us

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

You'll meet some of the world's fastest-growing startups when they've got five engineers - and you'll be the reason they're still with us when they've got five hundred.

What that looks like day to day

As an Expansion Account Manager at incident.io, you're picking up the relationship with companies like Vanta, Linear and Vercel - the ones who started small and won't stay that size for long.

You own a book of commercial customers end to end, and your job is simple to say and hard to do: keep them, and grow them. That means spotting where a team's usage is outgrowing their plan, knowing when an account is ready to grow into more of what we offer, and being the person who makes expansion feel like the obvious next step rather than a sales pitch.

You'll work closest with CS and the wider GTM team - CS to understand what's actually happening inside an account, GTM to make sure what you're learning feeds back into how we sell and expand across the customer base - but you'll pull in Sales and Product whenever an account needs it.

We're AI-forward here, and this role is no exception. You'll use AI to build account plans faster, catch expansion signals before they're obvious, and draft outreach that still sounds like you wrote it. We're not asking you to trust a black box - we want you testing what works and pushing us to get better at it.

Who you are

• You've done the expansion side of account management before - you know the difference between growing an account and just keeping it, and you've got the renewal conversations to prove it.
• A CTO or VP pushing back doesn't rattle you - if anything, you enjoy the conversation more when they know exactly what they're asking for.
• You don't quit when a deal gets hard. The tricky ones are the ones you remember, not the ones you avoid.
• You're genuinely into AI tooling - not because it's trendy, but because you like pulling apart a workflow to see if there's a faster way to do it.
• You want to see the number move because of something you did. Revenue isn't abstract to you, it's the scoreboard.
• There's no fixed playbook for this segment yet, and that excites you rather than worries you -you want to be the person tweaking it, not waiting for someone else to.
• Startup life suits you. You're fine building the plane while flying it, as long as you get to help design it.

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.