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Commercial Customer Success Manager

incident.io· Customer Success
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Hybrid (San Francisco)$127.5k - $160kFull-timePosted 9mo ago

About the role

Commercial CSM role for incident.io, focusing on onboarding, adoption, expansion, and renewal for mid-market engineering teams leveraging AI-forward workflows and playbooks to delight customers and drive growth.

Responsibilities

  • Look after 70–80 Commercial customers with ARR between $30k and $150k each, primarily on top-tier plan; onboard and drive adoption; deliver 1:1 and scalable programs (best-practice sessions, end-user training, partnership and roadmap reviews); manage a subset of smaller customers in a low-touch capacity; proactively identify expansion and upsell opportunities; partner with Sales and Expansion Account Managers to grow revenue within accounts; serve as the voice of Commercial customers to Product, Engineering, Sales, Marketing and Support; help shape the Commercial motion, refine playbooks, automate repeatable processes, and build tooling/content; navigate customer product issues and steer outcomes toward customer goals.
  • Develop and maintain customer relationships across a high-ownership portfolio; contribute to a customer-led product approach and collaborate with Product to address customer needs; balance high-touch and scalable engagement models.

Qualifications

  • Experience managing 40–100+ accounts with broad coverage per portfolio; ability to engage with technical stakeholders (engineering teams, on-call rotations, developer tools) without requiring escalation for every issue; strong commercial instincts for renewals and growth signals; familiarity with scaled CS concepts (playbooks, one-to-many programs, AI-assisted workflows); comfort with improving imperfect processes and improving documentation; willingness to travel for customer engagements.

Skills

Required:Account managementTechnical discussions with engineersCustomer expansion and upsell

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: $1000 setup, $500 yearly for personal development
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About incident.io

The all-in-one AI platform for on-call, incident response, and status pages—built for fast-moving teams.

incident.io is an all-in-one incident management platform unifying on-call scheduling, real-time incident response, and integrated status pages – helping teams resolve issues faster and reduce downtime.

incident managementincident responsestatus pageson-callAI
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