# Commercial Customer Success Manager at incident.io

- Company: incident.io
- What the company does: Backed by Index and Insight.
- Company website: http://incident.io/
- Type: Startups
- Level: Senior
- Location: San Francisco
- Work setup: Remote
- Pay: $128K to $160K base salary per year (USD)
- Posted: 2026-08-16
- Apply by: 2026-10-08
- Apply: https://jobs.ashbyhq.com/incident/b4a5d057-602c-40f7-90e3-f8322e1f2b0b
- Page: https://www.1752.vc/careers/jobs/incident-io-commercial-customer-success-manager/

## About the role

Customers trust us when things go wrong. We're the software reliability platform built to investigate, respond to and prevent incidents. As a Commercial CSM, you're the partner to our mid-market engineering teams - getting them onboarded, embedded and expanding their usage, and maturing their incident management and reliability as they grow.

## 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

Tags: Customer Success