Expansion Account Manager

Incident.io Customer Success Role

Incident.io is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability. We bring together on-call, incident response, AI SRE, and status pages in a single platform, giving teams everything they need to respond quickly, reduce downtime, and keep customers in the loop.

Since launching in 2021, we've helped over 1,500 companies, including Netflix, Airbnb, and Block, run more than 500,000 incidents. Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io to restore services faster, stay aligned under pressure, and focus on building what matters.

We're a fast-growing, highly ambitious team that cares deeply about our customers, product quality, and making it magic. We've raised $100M from Index Ventures, Insight Partners, and Point Nine, alongside founders and executives from world-class technology companies.

The Role

Our Customer Success Organization is central to incident.io, expertly understanding customer challenges and delivering impactful Incident Management solutions.

We take a customer-led product approach, working closely with our Product team to address each customer's unique needs. We aim to delight customers at every stage, fostering long-term relationships built on trust and mutual growth.

The Expansion Account Management team drives customer success and revenue growth through a scaled, data-driven model. Managing our high-volume Commercial base, they use automation, insights, and one-to-many strategies to drive adoption, retention, and expansion. Through strategic thinking and proactive outreach, they uncover growth opportunities, enhance efficiency, and ensure customers realize the full value of incident.io.

What You'll Be Doing

• Manage a portfolio of scaled customers guiding them through various post-sales stages to ensure they achieve their goals with incident.io. You thrive on understanding technical products and educating customers on their potential value.

• Drive adoption and expansion using scalable, one-to-many engagement tactics. You'll ensure customers see tangible outcomes and value is maximized across entire engineering organizations.

• Identify and capitalize on upsell and cross-sell opportunities by introducing additional relevant features, products, or services that align with evolving customer needs and drive mutual growth.

• Own strategic post-sales activities for your customers by combining product expertise, strategic planning, and project management to deliver a seamless and valuable customer experience.

• Proactively identify and mitigate churn risks, working closely with the broader GTM team to address challenges before they become roadblocks to long-term success.

What Experience You Need To Be Successful

• 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.

What We Offer

We're building a place where great people can do their best work—and that means looking after you and your family with benefits that support health and personal growth.

• 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