Commercial Customer Success Manager

Incident Technologies, Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• Commercial Customer Success Managers at incident.io are the partners to mid-market engineering teams, getting them onboarded, embedded, and expanding their usage of the incident management and reliability platform.
• The role involves working closely with customers to understand their needs, providing best-practice sessions, end-user training, and partnership and roadmap reviews.
• The goal is to delight customers at every stage of their journey, build long-term relationships grounded in trust, shared success, and mutual growth.
• The Commercial Customer Success Manager will look after 70–80 Commercial customers, growth-oriented tech companies, mostly under 1,000 people, between $30k and $150k ARR each.
• The work involves a high ownership role, helping customers navigate the product, unpicking problems when they hit them, and keeping everyone pointed at the outcomes their team actually cares about.
• The Commercial Customer Success Manager will be responsible for proactively identifying expansion and upsell opportunities, and partnering with Sales and Expansion Account Managers to grow revenue within their accounts.
• The role involves working closely with Product, Engineering, Sales, Marketing, and Support to ensure the Commercial customer voice is heard.
• There's still a lot to build and a ton of opportunity for the Commercial Customer Success Manager to shape this segment.
• The Commercial motion works, but scaling and automating the customer journey is live work that's being ramped up now.

🎯 Requirements

• 5+ years of experience in a Customer Success role, preferably in a SaaS company.
• Experience in managing a portfolio of 40 to 100+ accounts.
• Ability to hold technical conversations with engineering teams, on-call rotations, or developer tools.
• Commercial instincts, including spotting growth signals and steering renewals to good outcomes.
• Experience with scaled CS, including playbooks, one-to-many programs, and AI-assisted workflows.

🏖️ Benefits

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

Skills & Technologies

Onsite

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Incident Technologies, Inc.

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About Incident Technologies, Inc.

Incident Technologies provides a cloud platform that consolidates alerts, on-call scheduling, incident response workflows, and status communication into one tool. Teams connect monitoring sources, define escalation rules, and automate runbooks to reduce mean time to resolution. The service integrates with Slack, PagerDuty, GitHub, and observability suites, offering real-time collaboration, stakeholder updates, and post-mortem analytics. Founded by ex-Uber and Stripe engineers, the company targets DevOps and SRE groups seeking faster incident handling without juggling multiple tools.

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