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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 $96M from Index Ventures, Insight Partners, and Point Nine and is scaling rapidly.
You will be incident.io's first US-based Manager of Customer Success, leading a high-performing team across New York and San Francisco. The team is already strong with gold-standard retention metrics; your role is to scale what's working—forecasting, renewals, customer health tracking, and team rhythms—as the organization grows from $XXM to $XXXM ARR and beyond.
Day-to-day responsibilities include:
- Leading and developing CSMs across white-glove, high-touch, and medium-touch customer segments
- Running forecast reviews, 1:1s, and participating directly on customer calls to stay close to the work
- Acting as a player-coach: writing and refining playbooks while executing them alongside your team
- Partnering tightly with Sales, Product, Marketing, and RevOps to align on customer needs and product direction
- Serving as a primary voice of the customer inside the company, translating field insights into product strategy
- Reporting to the CRO with direct access to commercial leadership and latitude to shape how the CS function operates
- Collaborating with a counterpart running CS in EMEA to set global standards
You'll work in an AI-forward environment. The product itself is an AI incident response platform, so fluency in its capabilities and roadmap is essential. Internally, you and your team are expected to leverage AI tools (account research, health signals, call prep, QBR preparation) and continuously push adoption rather than waiting for prescribed processes.
The company culture emphasizes doing meaningful work while maintaining life outside the office. Benefits include market-leading private medical insurance, competitive PTO with the first Friday of every month off, enhanced 401k matching, meaningful equity, unlimited AI spend for all employees, generous parental leave, and professional development budgets ($1,000 setup, $500/year personal investment).
REQUIREMENTS
The posting does not explicitly state years of experience, required certifications, or formal education requirements. However, the role implies:
- Proven experience managing customer success teams or similar revenue-focused functions
- Track record of scaling CS operations and building repeatable processes
- Comfort with AI tools and willingness to adopt them across workflows
- Strong cross-functional collaboration skills (Sales, Product, Marketing, RevOps)
- Ability to balance strategic leadership with hands-on customer engagement
- Experience in B2B SaaS or similar high-touch customer environments
