[Hiring] Commercial Customer Success Manager @incident.io

Role Description

The Customer Success organization is at the heart of incident.io, with a focus on understanding customer challenges and delivering impactful Incident Management solutions.

• Lead onboarding and adoption for a high-volume portfolio of Commercial customers, using a blend of 1:1 engagement and scalable programs to maximize time to value.
• Act as a trusted advisor by helping customers navigate product usage, troubleshoot issues, and align on outcomes that matter most to their teams.
• Identify and address risks or blockers early, advocating for retention and product expansion through data-backed insights and proactive outreach.
• Collaborate cross-functionally with Product, Engineering, Sales, Marketing, and Support to champion the voice of the Commercial customer internally.
• Scale success efficiently by refining playbooks, automating repeatable tasks, and contributing to content and tooling that drive customer outcomes.

Qualifications

• Proven experience in Customer Success, Account Management, or a similar role managing SMB or Mid-Market SaaS customers.
• Exceptional relationship-building and communication skills, with the ability to support many customers while delivering thoughtful, personalized value.
• Strategic and analytical mindset: able to connect customer outcomes to business impact, recognize signals of risk or expansion, and balance deep engagement with scalable solutions through systems, tooling, or process.
• Motivation and ability to thrive in a fast-paced, early-stage environment where you can operate autonomously, adapt to shifting priorities, and build the playbook as you go.
• Comfort collaborating across functions to align on goals, solve problems, and deliver a consistent customer experience.

Benefits

• Market leading private medical insurance.
• Generous parental leave.
• First Friday of the month off.
• Generous annual leave/PTO allowance.
• Competitive salary and equity.
• Remote working and personal development budget.
• Enhanced pension/401k.