US Head of Customer Success — Scale & Retention

incident; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical insurance

Paid time off

First Friday off

401k

Equity

AI spend budget

Parental leave

Setup budget

Job summary

incident.io is seeking a US-based Customer Success leader to manage and scale our CS team as we grow from current revenue to the next milestone. You will drive forecasting, health metrics, renewals, and the rhythm that supports a growing team across New York and San Francisco.

You will stay close to customer conversations, partner with Sales, Product, Marketing, and RevOps, and push AI-enabled workflows to improve account research, health signals, and QBR prep in a fast-paced, globally connected

Qualifications

• Led or coached CSMs/AMs in B2B SaaS, mid-market through enterprise.

Responsibilities

• Lead US-based CS team; scale forecast reviews, 1:1s and customer calls.
• Partner with Sales, Product, Marketing and RevOps to shape the CS function globally.
• Maintain strong retention and expansion metrics while driving repeatable processes.

Skills

CS leadership

Forecasting

Customer health

Renewal motions

Executive stakeholder alignment

Job description

incident.io is seeking a US-based Customer Success leader to manage and scale our CS team as we grow from current revenue to the next milestone. You will drive forecasting, health metrics, renewals, and the rhythm that supports a growing team across New York and San Francisco.

You will stay close to customer conversations, partner with Sales, Product, Marketing, and RevOps, and push AI-enabled workflows to improve account research, health signals, and QBR prep in a fast-paced, globally connected