About incident.io

incident.io is an incident management platform that helps companies when things go wrong. Whether they're site outages, data breaches, or functionality issues, incidents happen literally all the time. When they do, we help get the right people in the room, we run and communicate how you're responding, and we give you a suite of tools and insights to learn and improve over time.

The Team

Our Customer Success Organization is at the heart of incident.io. The team has an exceptional ability to understand customer challenges and deliver Incident Management solutions that truly resonate and make an impact.

We believe in a customer-led product approach, collaborating seamlessly with our Product team to uncover, understand and address the unique needs / challenges of each customer. Our mission and goals go beyond satisfaction—we strive to delight customers at every stage of their journey, building and fostering long-term relationships built on trust, shared success, and mutual growth.

The Expansion Account Management team is a high-impact group focused on maximizing customer success and revenue growth in a scaled, data-driven model. Managing our high-volume Commercial customer base, they leverage automation, insights, and one-to-many engagement strategies to drive adoption, retention, and expansion at scale. By combining strategic thinking with proactive outreach, they uncover growth opportunities, enhance operational efficiency, and ensure customers realize the full value of incident.io—fueling long-term success for both our customers and the company

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.

The salary for this position is determined by several job-related factors, such as experience, relevant skills, training, location, business needs, or market demands. The salary range for this role is $100,000- $110,000. The position also offers commission and equity options.

Our commitment to diversity

We embrace diversity at incident.io, and believe in creating supportive and inclusive environments where all of our employees can succeed. To build a product that’s loved by everyone, we need a team with all kinds of different perspectives, experiences, and backgrounds. That’s why we’re committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.

Got a question?

If you have any questions before applying to the role, please email the team at jobs@incident.io