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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 an Enterprise Customer Success Manager, you'll own the end-to-end customer lifecycle for complex, high-value accounts—from seamless onboarding through long-term expansion and retention.
Your day-to-day responsibilities include leading comprehensive onboarding and integration for net-new enterprise customers, ensuring smooth adoption and in-depth training to maximize platform value. You'll build and maintain strategic relationships with key stakeholders across customer organizations, serving as their primary trusted advisor and understanding their evolving operational needs. You'll proactively identify and address customer challenges, deliver ongoing support to ensure satisfaction and retention, and advocate internally for product enhancements based on customer feedback.
A critical part of the role is identifying expansion opportunities—upsells, cross-sells, and account growth—by aligning incident.io's offerings with customer goals. You'll champion the customer voice internally through Monthly Impact Review meetings and close collaboration with Product, Engineering, Sales, and Marketing teams.
The ideal candidate has carried a book of enterprise accounts and understands organizational dynamics, politics, and multi-team adoption challenges. You're comfortable in technical conversations with engineering teams and developer-focused buyers, and you have strong commercial instincts—spotting expansion signals early and knowing when to involve sales. You've run complex onboarding initiatives where adoption had to be won team by team, and you have opinions on what enterprise CS excellence looks like. You're resourceful, willing to improve processes rather than complain about them, and genuinely enjoy customer engagement—including traveling for key accounts.
incident.io has raised $96M from Index Ventures, Insight Partners, and Point Nine, and is scaling rapidly. The company offers market-leading benefits including private medical insurance, competitive PTO with the first Friday of each month off, enhanced 401k matching, meaningful equity, unlimited AI spend for all employees, generous parental leave, and professional development budgets.
