US-Based CS Team Lead — Scale with AI-Driven Growth

incident; San Francisco, Northern (CA, KY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical insurance

Competitive PTO

First Friday off

Enhanced 401k

Equity

Unlimited AI spend

Parental leave

Setup budget

Job summary

incident.io, a leading AI reliability platform, is seeking a US-based Customer Success leader to scale a high-performing team across New York and San Francisco. You will build repeatable processes for forecasting, renewals, and customer health, while guiding CSMs in a fast-growing SaaS environment.

You will work closely with Sales, Product, Marketing and RevOps, shaping how CS operates globally as we scale.

Qualifications

• Led or coached CS/AMs in B2B SaaS, with strong retention and expansion results.

Responsibilities

• Own US Customer Success, scale forecast cadence, health scoring, renewals, and playbooks.
• Lead CSMs across NY and SF with high/medium touch motions.
• Collaborate with Sales, Product, Marketing, and RevOps to voice the customer in strategy.

Skills

CS leadership

Forecasting

Renewals

Health scoring

Job description

incident.io, a leading AI reliability platform, is seeking a US-based Customer Success leader to scale a high-performing team across New York and San Francisco. You will build repeatable processes for forecasting, renewals, and customer health, while guiding CSMs in a fast-growing SaaS environment.

You will work closely with Sales, Product, Marketing and RevOps, shaping how CS operates globally as we scale.