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incident.io is the leading AI-powered incident response platform trusted by engineering teams at companies like OpenAI, Netflix, and Airbnb. As a Commercial Customer Success Manager, you'll be the dedicated partner to mid-market engineering teams (typically under 1,000 people), managing a portfolio of 70–80 customers with ARR between $30k–$150k. Your primary focus is onboarding, adoption, and expansion within these accounts.
Day-to-day responsibilities include leading customer onboarding and adoption for top-tier accounts through 1:1 engagement and scalable programs like best-practice sessions, end-user training, and roadmap reviews. You'll also manage a subset of smaller customers in a low-touch model, using usage data to identify risk and expansion opportunities early. You're responsible for proactively spotting upsell and expansion opportunities and partnering with Sales and Expansion Account Managers to grow revenue. You'll serve as the voice of the Commercial segment internally, collaborating with Product, Engineering, Sales, Marketing, and Support to advocate for customer needs.
The role is high-ownership: you'll help customers navigate the product, troubleshoot problems, and keep teams aligned on outcomes that matter to them. incident.io is actively scaling and automating the customer journey, refining playbooks and building AI-assisted workflows. You'll have the opportunity to shape this segment and influence how scaled CS is built, rather than simply executing inherited processes.
Ideal candidates have carried a book of 40–100+ accounts and know how to maintain presence across a large portfolio. You're comfortable in technical conversations with engineering teams and developer-focused customers without needing to escalate. You have strong commercial instincts—spotting growth signals, identifying accounts ready to expand, and steering renewals to positive outcomes. You're familiar with scaled CS best practices (playbooks, one-to-many programs, AI workflows) and thrive in environments with half-built processes that need refinement. You genuinely enjoy customer interaction and are willing to travel for key accounts.
