Manager, Customer Success Team (AMER)
San Francisco, New York$175k - $200k + equityFull-timePosted 4w ago
About the role
Lead and grow a high-performing, US-based CS team as we scale from $XXM to $XXXM, and beyond.
Responsibilities
- Lead and manage CSMs across New York and San Francisco (white glove, high and medium touch motions).
- Forecast reviews, 1:1s, and direct customer engagement when needed.
- Partner with Sales, Product, Marketing and RevOps while representing the customer voice internally.
- Develop and implement repeatable cadence for forecasting, renewals, customer health, and team rhythms as the team scales.
- Drive and refine the forecast cadence, health scoring, and renewal motions.
Qualifications
- Experience leading or coaching CSMs or AMs in B2B SaaS (mid-market through enterprise) with proven retention and expansion metrics.
- Experience standing up forecast cadence, health scoring, and renewal motions in an organization,
- Ability to participate in customer conversations as a player-coach,
- Strong commercial acumen to forecast quarters without hedging and distinguish at-risk accounts from quiet ones,
- Experience using AI in work processes and strong opinions on AI-driven improvements.
Skills
Required:CS Leadership / People ManagementForecasting & Renewal ManagementCustomer Engagement & Health
Benefits
- Market-leading private medical insurance.
- Competitive PTO.
- First Friday of every month off.
- Enhanced 401k with meaningful equity.
- Meaningful equity in the company.
- Unlimited AI spend for all employees.
- Generous parental leave.
- Two budgets: $1000 setup, $500/year for personal investment.
Last updated Oct 14, 2026. Interested? Apply on the company site.
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.
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