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incident.io is an AI-powered software reliability platform used by engineering teams at Netflix, Etsy, and 2,000+ companies to manage incidents and prevent downtime. The company has raised $96 million from Index Ventures, Insight Partners, and Point Nine and is in rapid growth mode.
As an Enterprise Customer Success Manager, you will own complex enterprise accounts from initial onboarding through organizational maturity and expansion. Your responsibilities include:
- Leading seamless onboarding and integration for new enterprise customers, delivering in-depth training to maximize platform adoption and value realization.
- Building and maintaining strategic relationships with key stakeholders across customer organizations, serving as their primary point of contact and trusted advisor.
- Proactively identifying and addressing customer challenges and opportunities, ensuring satisfaction, retention, and continuous improvement while advocating internally for product enhancements.
- Identifying and driving expansion opportunities (upsells, cross-sells) by aligning incident.io's offerings with customer goals and demonstrating measurable value.
- Championing the customer voice internally through Monthly Impact Review meetings and cross-functional collaboration with Product, Engineering, Sales, and Marketing teams.
You will work with technical buyers and users (engineering teams, on-call rotations, developer tool users) and need to hold your own in technical conversations. You understand enterprise dynamics—org charts, politics, adoption challenges across multiple teams—and have experience managing complex, multi-stakeholder accounts. You have commercial instincts: you spot expansion signals early, recognize risk indicators, and know when to involve your Account Executive. You've run team-by-team adoption campaigns in large organizations and understand what best-in-class enterprise CS looks like (executive relationships, engaging reviews, AI-assisted workflows). You're comfortable with incomplete processes and prefer to improve documentation rather than complain. You genuinely enjoy customer engagement and are willing to travel for key accounts.
REQUIREMENTS:
- Proven experience carrying a book of enterprise accounts with deep knowledge of customer org structures and multi-team adoption dynamics.
- Background supporting or selling to technical audiences (engineering teams, on-call rotations, developer tools).
- Demonstrated commercial instincts and ability to identify expansion and risk signals early.
- Experience running complex onboarding programs where adoption required team-by-team engagement.
- Understanding of enterprise CS best practices and willingness to build/improve processes.
- Comfort with travel for customer engagement.
