incident.io
Commercial Customer Success Manager
$128K–$160K
San Francisco · Hybrid · Manager · Full-time · Posted Aug 16, 2026
About the job
Partners with mid-market engineering customers to onboard and grow product adoption, improve incident management and reliability, and expand account revenue.
What you'll do
- Lead onboarding, adoption, training, and business reviews for a portfolio of Commercial customers; provide low-touch support to a subset of smaller accounts.
- Identify customer risks, outcomes, and expansion opportunities, partnering with Sales and Expansion Account Managers on revenue growth.
- Represent Commercial customers internally and help scale customer-success processes, programs, tooling, and automation.
What they ask for
- Experience carrying a book of 40 to 100+ accounts.
- Experience selling to or supporting technical customers, such as engineering teams, on-call rotations, or developer-tools users.
- Commercial instincts, including recognizing growth signals and steering renewals toward good outcomes.
- Familiarity with scaled customer success, including playbooks, one-to-many programs, or AI-assisted workflows.
Nice to have
Pay
$127.5K – $160K (USD; base salary)
AI focus
Help shape AI-forward customer-success workflows and scale or automate the customer journey; familiarity with AI-assisted workflows is requested.
Model-written summary · the original posting is authoritative