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