Job Overview
Location
New York
Job Type
Full-time
Category
Sales
Date Posted
March 18, 2026
Full Job Description
đź“‹ Description
- • As an Expansion Account Manager at Incident Technologies, Inc., you will play a critical role in driving customer success and revenue growth by managing a high-volume portfolio of commercial customers, ensuring they achieve their goals with the incident.io platform through strategic, data-driven engagement and proactive value realization.
- • You will be responsible for guiding scaled customers through post-sales stages, driving adoption and expansion using one-to-many tactics, identifying upsell and cross-sell opportunities, owning strategic post-sales activities, and proactively mitigating churn risks in collaboration with the broader GTM team to ensure long-term customer success and mutual growth.
- • The Customer Success Organization at incident.io is central to the company’s mission, taking a customer-led product approach by working closely with Product to address unique customer needs and delight users at every stage, fostering long-term relationships built on trust and mutual growth while managing a high-volume Commercial base through scaled, data-driven models.
- • The Expansion Account Management team leverages automation, insights, and strategic thinking to drive adoption, retention, and expansion, uncovering growth opportunities and ensuring customers realize the full value of incident.io across their engineering organizations.
- • In this role, you will develop deep expertise in incident management and AI-powered SRE tools, sharpen your strategic account planning and project management skills, and gain experience in scaling customer success motions within a fast-growing, high-impact SaaS environment backed by top-tier investors and serving elite clients like Netflix, Airbnb, and Block.
- • You will have the opportunity to directly influence customer outcomes and revenue expansion while working in a culture that values product quality, customer impact, and making work meaningful—contributing to a platform that helps tens of thousands of responders restore services faster and stay aligned under pressure every month.
🎯 Requirements
- • Proven experience managing multiple customer relationships in a Customer Success, Account Management, or similar role within a SaaS environment.
- • A strong track record of driving adoption, retention, and expansion through customer-centric strategies.
- • Demonstrated success in identifying upsell or cross-sell opportunities and contributing to revenue growth.
- • Excellent time management, prioritization, and project management skills to handle a scaled customer portfolio effectively.
- • Strong communication and interpersonal skills with a talent for building rapport and trust quickly.
🏖️ Benefits
- • Market leading private medical insurance
- • Generous parental leave
- • First Friday of the month off
- • Generous annual leave/PTO allowance
- • Competitive salary and equity
- • Remote working and personal development budget
- • Enhanced pension/401k
Skills & Technologies
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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