Commercial Customer Success Manager

The role

You will partner with mid-market engineering teams to manage onboarding, adoption, and expansion. You will look after 70–80 Commercial customers to mature their incident management and reliability.

What you will do

• Lead onboarding and adoption for mid-market customers on the top-tier plan.
• Provide 1:1 time and scalable programmes including best-practice sessions, end-user training, partnership and roadmap reviews.
• Manage a subset of smaller customers in a low-touch capacity using usage data.
• Help customers navigate the product and solve problems.
• Proactively identify expansion and upsell opportunities.
• Partner with Sales and Expansion Account Managers to grow revenue.
• Act as the voice of the Commercial customer with Product, Engineering, Sales, Marketing and Support.
• Shape and scale the Commercial customer journey through playbooks, automation, and tooling.

Required qualifications

• Experience carrying a book of 40 to 100+ accounts.
• Experience selling to or supporting technical people such as engineering teams, on-call rotations or developer tools.
• Ability to hold your own in a technical conversation.
• Commercial instincts to spot growth signals and steer renewals.
• Knowledge of scaled CS including playbooks, one-to-many programs, and AI-assisted workflows.
• Willingness to work with half-built processes and fix documentation.
• Willingness to travel for customers.

Benefits

• Market-leading private medical insurance.
• Competitive PTO.
• First Friday of every month off.
• Enhanced 401k.
• Meaningful equity.
• Unlimited AI spend.
• Generous parental leave.
• $1000 to invest in your setup.
• $500 a year to invest in yourself.

About the company

incident.io is an AI software reliability platform trusted by engineering teams at Notion, Linear, Ramp and 2,000+ companies. They have raised $100+ million from Index Ventures, Insight Partners, and Point Nine.