incident.io
Manager, Customer Success Team (AMER)
$30K–$200K
San Francisco +1 · Manager · Full-time · Posted Sep 23, 2026
- Location
- San Francisco
New York
About the job
Lead and scale incident.io’s US Customer Success team, strengthening its forecasting, renewals, customer health practices, and team processes while coaching CSMs and staying involved with customers.
What you'll do
- Lead and coach CSMs across New York and San Francisco, covering white-glove, high-touch, and medium-touch customer motions.
- Build repeatable forecasting, renewal, and customer-health processes; run forecast reviews and 1:1s.
- Join customer calls and partner with Sales, Product, Marketing, and RevOps to represent customer needs.
What they ask for
- Experience leading or coaching CSMs or AMs in B2B SaaS, serving mid-market through enterprise customers, with retention and expansion results.
- Experience establishing customer-success processes such as forecast cadence, health scoring, and renewal motions.
- Willingness to remain involved in customer conversations as a player-coach.
- Commercial judgment, comfort with ambiguity and cross-time-zone work, and active use of AI in work.
Pay
$175K – $200K USD base salary; $30K – $40K USD commission
AI focus
Understand the company’s AI incident response product and use AI in customer-success workflows such as account research, health signals, call preparation, and QBR preparation; improve how the team applies AI.
Model-written summary · the original posting is authoritative