Enterprise Customer Success Manager

About us

incident.io is the leading AI incident response platform, relied on by some of the best engineering teams in the world when things go wrong. Since launching in 2021, we've helped over 2,000 companies, including OpenAI, Netflix, and Airbnb, run more than 1 million incidents. The stakes are real, the talent is exceptional, and it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and add a 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.

Responsibilities

• Lead seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to incident.io while delivering in-depth training to maximize platform adoption and value.
• Build and maintain strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor. Regularly engage with customers to understand their evolving needs and provide tailored, impactful solutions.
• Proactively address customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary.
• Identify and drive expansion opportunities, including upsells and cross-sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io.
• Champion the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales, and Marketing teams to drive alignment and success.

Requirements

• You've managed a book of enterprise accounts, understanding org charts, internal politics, and adoption gaps—not just the person who signed the contract.
• You've sold to or supported technical teams, such as engineering, on-call rotations, or developer tools, and can hold your own in technical conversations without constant escalation.
• You have strong commercial instincts: spotting growth opportunities, identifying risk signals early, and knowing when to involve your Account Executive.
• You've led onboarding for organizations where adoption had to be won team by team and have the experience to prove it.
• You understand what excellent enterprise customer success looks like—exec relationships that endure challenges, reviews people want to attend, and AI-assisted workflows that save time. You don’t need to have built it all, but you have opinions on how to improve it.
• You thrive in environments with half-built processes and prefer fixing documentation over complaining about it.
• You enjoy being in the room with customers and are willing to travel for the right opportunities.

Benefits

• Market-leading private medical insurance that covers real healthcare needs.
• Competitive paid time off to ensure you can recharge.
• First Friday of every month off.
• Enhanced 401k with company contributions.
• Meaningful equity as we scale.
• Unlimited AI spend for all employees, not just engineers.
• Generous parental leave to prioritize family time.
• Two annual budgets: $1,000 for your workspace setup and $500 for personal development.

Pay

Compensation range: $160,000 – $200,000.