Commercial Customer Success ManagerNew$83K–$208K

incident.io
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The opportunity

incident. io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime.

What you'll do

  • You've carried a book of 40 to 100+ accounts and worked out how to be present: across all of them without going quiet on half.

  • You've sold to, or supported, technical people, whether that's engineering: teams, on-call rotations or developer tools. You can hold your own in a technical conversation without needing to escalate every one of them.

  • You've got commercial instincts. You spot the account that's about to double,: you know what a growth signal looks like, and you know how to steer a renewal to a good outcome.

  • You know what scaled CS looks like when it's done well. Playbooks,: one-to-many programs, AI-assisted workflows. You don't need to have built them from scratch, but you've worked around them enough to have opinions on what you'd do differently.

  • Half-built process doesn't rattle you. You'd rather fix the documentation than complain about it.

  • You actually like being in a room with customers, and you'll get on a plane for the right one.

What they're looking for

  • You've carried a book of 40 to 100+ accounts and worked out how to be present: across all of them without going quiet on half.
  • You've sold to, or supported, technical people, whether that's engineering: teams, on-call rotations or developer tools. You can hold your own in a technical conversation without needing to escalate every one of them.
  • You've got commercial instincts. You spot the account that's about to double,: you know what a growth signal looks like, and you know how to steer a renewal to a good outcome.
  • You know what scaled CS looks like when it's done well. Playbooks,: one-to-many programs, AI-assisted workflows. You don't need to have built them from scratch, but you've worked around them enough to have opinions on what you'd do differently.
  • Half-built process doesn't rattle you. You'd rather fix the documentation than complain about it.
  • You actually like being in a room with customers, and you'll get on a plane for the right one.