# Manager, Customer Success Team (AMER) 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: On-site
- Pay: $175K to $200K base salary per year (USD)
- Posted: 2026-09-23
- Apply by: 2026-11-07
- Apply: https://jobs.ashbyhq.com/incident/dd585c05-9736-4ba3-a71a-838ba66deea5
- Page: https://www.1752.vc/careers/jobs/incident-io-manager-customer-success-team-amer/

## 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

Tags: Customer Success