Manager, Customer Success Team (AMER)New$175K–$200K

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 led or coached CSMs or AMs in B2B SaaS, mid-market through enterprise,: and you've got the retention and expansion numbers to back it up.

• You've done this somewhere that hadn't figured it out yet. Standing up the: forecast cadence, the health scoring, the renewal motion — that's the part you find fun, not the part you dread.

• You still want to be in customer conversations. Player-coach isn't a phase you've grown out of.

• You hold a high bar and people like working for you. Both of those are true about you at the same time.

• You're commercially sharp. You know which accounts are genuinely at risk: versus which ones just went quiet, and you can forecast a quarter without hedging.

• You're already using AI in how you work, not because someone told you to.: You'll have opinions about where it helps your team and where it doesn't.

What they're looking for

• You've led or coached CSMs or AMs in B2B SaaS, mid-market through enterprise,: and you've got the retention and expansion numbers to back it up.
• You've done this somewhere that hadn't figured it out yet. Standing up the: forecast cadence, the health scoring, the renewal motion — that's the part you find fun, not the part you dread.
• You still want to be in customer conversations. Player-coach isn't a phase you've grown out of.
• You hold a high bar and people like working for you. Both of those are true about you at the same time.
• You're commercially sharp. You know which accounts are genuinely at risk: versus which ones just went quiet, and you can forecast a quarter without hedging.
• You're already using AI in how you work, not because someone told you to.: You'll have opinions about where it helps your team and where it doesn't.
• Time zones don't bother you. Leadership sits in the UK, your counterpart runs: EMEA, and you're comfortable making that work.
• Ambiguity doesn't rattle you. When there's no process, you write one rather than waiting for it.