Backed by Index and Insight.
About the role
Lead and grow a high-performing, US-based CS team as we scale from $XXM to $XXXM, and beyond. You're our first manager of Customer Success in the US, and stepping into a unique scenario: you are not coming in to fix something — the team is already strong, and our retention metrics are the gold standard. Your job is to take what's working and make it repeatable — forecasting, renewals, customer health, the rhythms that hold up when the team is twice the size.
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
More about this role
incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime.
The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously.
We've raised $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.
Lead and grow a high-performing, US-based CS team as we scale from $XXM to $XXXM, and beyond.
You're our first manager of Customer Success in the US, and stepping into a unique scenario: you are not coming in to fix something — the team is already strong, and our retention metrics are the gold standard. Your job is to take what's working and make it repeatable — forecasting, renewals, customer health, the rhythms that hold up when the team is twice the size.
You'll lead CSMs across New York and San Francisco, spanning white glove, high and medium touch motions. You'll report into our CRO until we hire a global VP of Customer Success —...
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