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Enterprise Customer Success Manager

About incident.io

incident.io is an incident management platform that helps companies when things go wrong. Whether they're site outages, data breaches, or functionality issues, incidents happen literally all the time. When they do, we help get the right people in the room, we run and communicate how you're responding, and we give you a suite of tools and insights to learn and improve over time.

The Team

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 Enterprise CSM team work with some of the most iconic enterprise technology brands—Intercom, Etsy, Miro, HashiCorp and StubHub, to name a few—helping them unlock and realize the full value / potential of incident.io. They are the primary advocate and strategic partner for our largest and most impactful customers owning everything post-sales, ensuring our customers feel heard, understood and consistently realize value from our platform and all of it’s offerings.

What you’ll be doing:

  • Leading seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to incident.io while delivering in-depth training to maximize platform adoption and value.

  • Building and maintaining strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor. You’ll regularly engage with customers to understand their evolving needs and provide tailored, impactful solutions.

  • Proactively addressing customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary.

  • Identifying and driving expansion opportunities, including upsells and cross-sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io.

  • Championing the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales, and Marketing teams to drive alignment and success.

What experience you need to be successful:

  • Ample experience in Customer Success, Account Management, or a related role with enterprise SaaS customers, with a proven track record of driving adoption, retention, and growth in large, complex accounts.

  • Exceptional relationship-building and communication skills, with the ability to engage stakeholders at all levels.

  • Experienced in partnering / collaborating with Product, Engineering, and Sales teams to align on customer needs, simplify technical details, debug issues, and identify opportunities.

  • Strong problem-solving and strategic thinking skills with a proactive approach to addressing customer challenges and delivering results making their experience with incident.io magic.

  • Desire to work in a fast-paced start-up environment where things can be ambiguous and you need to operate with autonomy.

The salary for this position is determined by several job-related factors, such as experience, relevant skills, training, location, business needs, or market demands. The salary range for this role is $140,000-$170,000. The position also offers equity options and commission.

Our commitment to diversity

We embrace diversity at incident.io, and believe in creating supportive and inclusive environments where all of our employees can succeed. To build a product that’s loved by everyone, we need a team with all kinds of different perspectives, experiences, and backgrounds. That’s why we’re committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.

Got a question?

If you have any questions before applying to the role, please email the team at jobs@incident.io

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Average salary estimate

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$140000K
$170000K

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What You Should Know About Enterprise Customer Success Manager, incident.io

Join us at incident.io as an Enterprise Customer Success Manager in the vibrant city of San Francisco! In this pivotal role, you'll be at the heart of our customer journey, ensuring that our enterprise clients, including industry leaders like Intercom and Etsy, not only onboard smoothly but also maximize the value they gain from our powerful incident management platform. Your day-to-day will involve building strong relationships with key stakeholders, understanding their evolving needs, and offering tailored solutions that drive customer satisfaction and retention. You'll lead detailed training sessions, advocate for product enhancements based on customer feedback, and identify opportunities for upselling and cross-selling our offerings. While you navigate this exciting fast-paced startup environment, your strategic thinking and problem-solving prowess will help our clients retain and grow, ensuring they have everything they need from incident.io. We're passionate about creating a workplace that reflects a diverse range of experiences and perspectives, so if you're ready to drive customer success and be a trusted advisor for some of the most iconic brands, we want to hear from you!

Frequently Asked Questions (FAQs) for Enterprise Customer Success Manager Role at incident.io
What are the main responsibilities of an Enterprise Customer Success Manager at incident.io?

The Enterprise Customer Success Manager at incident.io is responsible for leading onboarding and integration for new enterprise customers while ensuring they get the most out of the platform. This includes building strategic relationships with customers, addressing their evolving challenges, identifying upsell opportunities, and collaborating with internal teams to advocate for product enhancements.

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What qualifications do I need to become an Enterprise Customer Success Manager at incident.io?

To be successful in the Enterprise Customer Success Manager role at incident.io, candidates should have substantial experience in Customer Success or Account Management within the enterprise SaaS sector. Exceptional communication skills, problem-solving capabilities, and proven track records of driving customer engagement and satisfaction in complex accounts are also essential.

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How does incident.io support diversity in the workplace for the Enterprise Customer Success Manager role?

Incident.io is committed to fostering a diverse and inclusive workplace, embracing various perspectives and experiences. We aim to create an environment where all employees succeed, and this philosophy is integral in hiring for roles like the Enterprise Customer Success Manager, ensuring representation from all backgrounds.

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What kind of customers will I work with as an Enterprise Customer Success Manager at incident.io?

As an Enterprise Customer Success Manager at incident.io, you'll work with iconic enterprise technology brands such as Intercom, Etsy, and HashiCorp. Your role will be crucial in helping them navigate their unique challenges and unlocking the full potential of our incident management platform.

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What is the salary range for an Enterprise Customer Success Manager at incident.io?

The salary range for the Enterprise Customer Success Manager position at incident.io is between $140,000 and $170,000, depending on various job-related factors, including experience and skills. Additionally, the role offers equity options and commission to enhance your overall compensation package.

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Common Interview Questions for Enterprise Customer Success Manager
Can you describe your experience with customer relationship management?

Highlight your previous roles where you successfully managed customer relationships, illustrating how you approached understanding client needs, and the specific strategies you implemented to enhance customer satisfaction and retention.

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How do you handle challenging customer situations?

Discuss your approach to conflict resolution, such as listening actively to the customer’s concerns, assessing the situation, and collaboratively finding a satisfactory solution that aligns with both the customer's and incident.io's goals.

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What strategies do you implement to drive customer adoption of new software?

Explain your methodologies for onboarding and training customers, using examples from your past experiences where your strategies effectively led to higher adoption rates and customer engagement over time.

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Describe a time you identified an upsell opportunity.

Share a specific instance where you recognized an upsell opportunity during client interactions and how you approached the client about it, including the outcome and any lessons learned through the process.

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How do you prioritize tasks when managing multiple accounts?

Discuss your organizational skills and tools you use to create an effective workflow, emphasizing how you balance the needs of different customers while ensuring each receives timely support.

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What role does communication play in Customer Success?

Elaborate on the significance of clear, proactive, and empathic communication in fostering trust with your clients and ensuring they feel valued and informed throughout their engagement with your company.

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How do you measure customer satisfaction in your previous roles?

Outline the key performance metrics you've utilized to assess customer satisfaction, such as Net Promoter Score (NPS) or customer feedback surveys, and how you acted on those insights to improve client experience.

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Can you provide an example of cross-team collaboration?

Provide an example where you collaborated with different departments, such as engineering or product management, to solve a customer issue or implement a product enhancement that benefitted your accounts.

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What do you know about incident.io's solutions?

Show your understanding of incident.io’s incident management platform, its key features, and the value it provides to enterprise customers, demonstrating your research and how this knowledge can benefit your role.

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Why do you want to work as an Enterprise Customer Success Manager at incident.io?

Share your passion for customer success and why incident.io's mission resonates with you. Highlight what excites you about working with enterprise clients and the opportunity to contribute to their success while growing with a forward-thinking company.

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