Manager, Customer Success Team (AMER)

incident.io is the AI software reliability platform trusted by engineering teams at Notion, Linear, Ramp and 2,000+ companies. The company has raised $100+ million from Index Ventures, Insight Partners, and Point Nine and is growing fast. This is the first US-based Manager of Customer Success role, leading a strong CS team that already has gold-standard retention metrics. The role focuses on making what works repeatable as the team grows, with a direct line to commercial leadership.

Responsibilities

Lead and grow a high-performing, US-based CS team; Lead CSMs across New York and San Francisco, spanning white glove, high and medium touch motions; Run forecast reviews and 1:1s; Take part in customer calls; Make the retention and expansion playbook repeatable (forecasting, renewals, customer health); Partner with Sales, Product, Marketing and RevOps; Act as the clearest voice of the customer inside the company, connecting field insights to product direction; Use and push AI in the team's workflow (account research, health signals, call prep, QBR prep); Set the CS standard globally alongside the EMEA CS counterpart; Report into the CRO until a global VP of Customer Success is hired

Requirements

You've led or coached CSMs or AMs in B2B SaaS, mid-market through enterprise, with retention and expansion numbers to back it up; You've built customer success processes (forecast cadence, health scoring, renewal motion) at a company that hadn't established them yet; You still want to be in customer conversations as a player-coach; You hold a high bar and people like working for you; You're commercially sharp, can identify genuinely at-risk accounts, and can forecast a quarter without hedging; You're already using AI in how you work; You're comfortable with time zone differences, as leadership sits in the UK and your counterpart runs EMEA; You write a process when none exists rather than waiting for one

Benefits

Market-leading private medical insurance; Competitive PTO; First Friday of every month off; Enhanced 401k; Meaningful equity; Unlimited AI spend; Generous parental leave; $1000 budget to invest in your setup; $500 per year to invest in yourself