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incident.io · 13 hours ago

Commercial Customer Success Manager

United States

Full-time

Remote

Mid Level

$125K/yr - $155K/yr

Incident.io is the leading AI incident response platform that helps teams reduce incident response time and improve reliability. The Commercial Customer Success Manager will lead onboarding and adoption for a portfolio of Commercial customers, ensuring they receive support and guidance to maximize their use of the platform.

Information TechnologyProductivity ToolsSaaSSoftware

Responsibilities

Lead onboarding and adoption for a high-volume portfolio of Commercial customers, using a blend of 1:1 engagement and scalable programs to maximize time to value

Act as a trusted advisor by helping customers navigate product usage, troubleshoot issues, and align on outcomes that matter most to their teams

Identify and address risks or blockers early, advocating for retention and product expansion through data-backed insights and proactive outreach

Collaborate cross-functionally with Product, Engineering, Sales, Marketing and Support to champion the voice of the Commercial customer internally

Scale success efficiently by refining playbooks, automating repeatable tasks, and contributing to content and tooling that drive customer outcomes

Qualification

Customer Success ManagementAccount ManagementSaaS ExperienceAnalytical MindsetRelationship BuildingCommunication SkillsCross-Functional CollaborationProblem SolvingAdaptability

Required

Proven experience in Customer Success, Account Management, or a similar role managing SMB or Mid-Market SaaS customers

Exceptional relationship-building and communication skills, with the ability to support many customers while delivering thoughtful, personalized value

Strategic and analytical mindset: able to connect customer outcomes to business impact, recognize signals of risk or expansion, and balance deep engagement with scalable solutions through systems, tooling, or process

Motivation and ability to thrive in a fast-paced, early-stage environment where you can operate autonomously, adapt to shifting priorities, and build the playbook as you go

Comfort collaborating across functions to align on goals, solve problems, and deliver a consistent customer experience