Head of US Customer Success - AI-Driven Growth

incident.io; San Francisco (CA); On-site; USD 175,000 - 200,000; Full time

Benefits offered by this job

Private medical insurance

First Friday of every month off

Enhanced 401k

Equity

Job summary

incident.io, the AI software reliability platform, is seeking a US-based Customer Success leader to scale our CS function from New York to San Francisco. You will guide a team of CSMs, own forecasting rhythms, health scoring, and renewal motions, and partner with Sales, Product, Marketing, and RevOps.

You will work closely with commercial leadership to shape strategy and drive retention and expansion. You will blend hands-on customer engagement with scalable processes, leveraging AI in account

Qualifications

• Experience leading or coaching CSMs or AMs in B2B SaaS across mid-market to enterprise.
• Proven ability to establish forecast cadence, health scoring, and renewal motions.
• Ability to maintain a player-coach leadership style while staying connected to customer conversations.
• Strong commercial acumen to forecast at-risk vs. quiet accounts and drive renewal strategies.

Responsibilities

• Lead and grow a US-based CS team across New York and San Francisco.
• Scale the function by standardizing forecasting, health signals, and renewal processes.
• Maintain direct customer engagement on key accounts while coaching the team.
• Partner with Sales, Product, Marketing and RevOps to align the customer journey with product direction.
• Implement AI-powered workflows for account research, health signals, and meeting prep.

Skills

CSM leadership

B2B SaaS

Forecasting

Renewals

Customer health

AI in CS

Job description

incident.io, the AI software reliability platform, is seeking a US-based Customer Success leader to scale our CS function from New York to San Francisco. You will guide a team of CSMs, own forecasting rhythms, health scoring, and renewal motions, and partner with Sales, Product, Marketing, and RevOps.

You will work closely with commercial leadership to shape strategy and drive retention and expansion. You will blend hands-on customer engagement with scalable processes, leveraging AI in account