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incident.io · 4 hours ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$155K/yr - $175K/yr

Incident.io is the leading AI incident response platform, dedicated to helping teams reduce incident response time and improve reliability. The Enterprise Customer Success Manager will lead onboarding and integration for enterprise customers, build strategic relationships, and drive customer satisfaction and growth while advocating for product enhancements.

Information TechnologyProductivity ToolsSaaSSoftware

Responsibilities

Leading seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to incident.io while delivering in-depth training to maximize platform adoption and value

Building and maintaining strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor. You’ll regularly engage with customers to understand their evolving needs and provide tailored, impactful solutions

Proactively addressing customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary

Identifying and driving expansion opportunities, including upsells and cross-sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io

Championing the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales, and Marketing teams to drive alignment and success

Qualification

Customer SuccessAccount ManagementEnterprise SaaSRelationship BuildingProblem SolvingStrategic ThinkingProactive ApproachCommunication SkillsCollaboration

Required

Ample experience in Customer Success, Account Management, or a related role with enterprise SaaS customers, with a proven track record of driving adoption, retention, and growth in large, complex accounts

Exceptional relationship-building and communication skills, with the ability to engage stakeholders at all levels

Experienced in partnering / collaborating with Product, Engineering, and Sales teams to align on customer needs, simplify technical details, debug issues, and identify opportunities

Strong problem-solving and strategic thinking skills with a proactive approach to addressing customer challenges and delivering results making their experience with incident.io magic

Desire to work in a fast-paced start-up environment where things can be ambiguous and you need to operate with autonomy