San Francisco • Hybrid • $100K – $110K • Offers Equity • Offers Commission
incident.io is the leading all-in-one platform for incident management. From small bugs to major outages, incident.io helps teams respond fast, reduce downtime, and improve every time something goes wrong.
Since launching in 2021, we’ve helped 800 companies—including Netflix, Airbnb and Block—resolve over 250,000 incidents. Every month, more than 30,000 responders across Engineering, Product and Support use incident.io to fix things faster.
We’re a small team that cares deeply about pragmatism, quality, magic, and pace. We've raised $100M from Index Ventures, Insight Partners and Point Nine, alongside many angel investors who are founders and executives of world-class companies.
Our Customer Success Organization is at the heart of incident.io. The team has an exceptional ability to understand customer challenges and deliver Incident Management solutions that truly resonate and make an impact.
We believe in a customer-led product approach, collaborating seamlessly with our Product team to uncover, understand and address the unique needs / challenges of each customer. Our mission and goals go beyond satisfaction—we strive to delight customers at every stage of their journey, building and fostering long-term relationships built on trust, shared success, and mutual growth.
The Expansion Account Management team is a high-impact group focused on maximizing customer success and revenue growth in a scaled, data-driven model. Managing our high-volume Commercial customer base, they leverage automation, insights, and one-to-many engagement strategies to drive adoption, retention, and expansion at scale. By combining strategic thinking with proactive outreach, they uncover growth opportunities, enhance operational efficiency, and ensure customers realize the full value of incident.io—fueling long-term success for both our customers and the company
Manage a portfolio of scaled customers guiding them through various post-sales stages to ensure they achieve their goals with incident.io. You thrive on understanding technical products and educating customers on their potential value.
Drive adoption and expansion using scalable, one-to-many engagement tactics. You’ll ensure customers see tangible outcomes and value is maximized across entire engineering organizations.
Identify and capitalize on upsell and cross-sell opportunities by introducing additional relevant features, products, or services that align with evolving customer needs and drive mutual growth.
Own strategic post-sales activities for your customers by combining product expertise, strategic planning, and project management to deliver a seamless and valuable customer experience.
Proactively identify and mitigate churn risks, working closely with the broader GTM team to address challenges before they become roadblocks to long-term success.
Proven experience managing multiple customer relationships in a Customer Success, Account Management, or similar role within a SaaS environment.
A strong track record of driving adoption, retention, and expansion through customer-centric strategies.
Demonstrated success in identifying upsell or cross-sell opportunities and contributing to revenue growth.
Excellent time management, prioritization, and project management skills to handle a scaled customer portfolio effectively.
Strong communication and interpersonal skills with a talent for building rapport and trust quickly.
We’re building a place where great people can do their best work—and that means looking after you and your family with benefits that support health and personal growth.
Market leading private medical insurance
Generous parental leave
First Friday of the month off
Generous annual leave/PTO allowance
Competitive salary and equity
Remote working and personal development budget
Enhanced pension/401k