Manager, Customer Success Team (AMER)

The role

You will lead and grow a US-based Customer Success team. You will make existing processes repeatable, including forecasting, renewals, and customer health.

What you will do

• Lead and grow a high-performing US-based CS team
• Make forecasting, renewals, and customer health repeatable
• Lead CSMs across white glove, high and medium touch motions
• Act as a player-coach
• Run forecast reviews and 1:1s
• Participate in customer calls
• Partner with Sales, Product, Marketing and RevOps
• Connect customer feedback to product direction
• Use AI in workflows for account research, health signals, call prep, and QBR prep

Required qualifications

• Led or coached CSMs or AMs in B2B SaaS, mid-market through enterprise
• Experience with retention and expansion numbers
• Experience standing up forecast cadence, health scoring, and renewal motion
• Willingness to be a player-coach in customer conversations
• Commercially sharp with forecasting ability
• Already using AI in how you work
• Comfortable working across time zones with leadership in the UK
• Comfortable with ambiguity

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.