Head of US Customer Success — AI-Driven Growth

RiseMe; San Francisco (CA); Hybrid; USD 130,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

PTO

First Friday off

401k

Equity

Unlimited AI spend

Parental leave

Setup budgets

Job summary

incident.io is seeking a first US-based Customer Success leader to grow a high-performing team across New York and San Francisco. You will scale forecasting, health scoring, and renewal motions while maintaining a strong voice for the customer in cross-functional partner teams.

You will lead a player-coach approach, stay close to customer calls, and help shape how the CS function runs globally as the company expands its footprint in the US and beyond.

Qualifications

• Led or coached CS leaders in B2B SaaS, achieving retention/expansion metrics.
• Built forecast cadence, health scoring, renewal motions and playbooks.
• Able to participate in customer conversations as a player-coach.
• Uses AI to improve workflows and decision making.

Responsibilities

• Lead US CS team across New York and San Francisco and scale processes as the team grows.
• Own forecasting, renewals, customer health, and standard operating rhythms.
• Partner with Sales, Product, Marketing and RevOps to align customer outcomes.
• Maintain direct line to commercial leadership and influence global CS standards.

Skills

CS leadership

Forecasting

Customer conversations

AI in workflow

B2B SaaS experience

Job description

incident.io is seeking a first US-based Customer Success leader to grow a high-performing team across New York and San Francisco. You will scale forecasting, health scoring, and renewal motions while maintaining a strong voice for the customer in cross-functional partner teams.

You will lead a player-coach approach, stay close to customer calls, and help shape how the CS function runs globally as the company expands its footprint in the US and beyond.