Expansion Account Manager

ABOUT INCIDENT.IO http://incident.ioincident.io

incident.io http://incident.ioincident.io is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability. We bring together on-call, incident response, AI SRE, and status pages in a single platform, giving teams everything they need to respond quickly, reduce downtime, and keep customers in the loop.

Since launching in 2021, we’ve helped over 1,500 companies, including Netflix https://netflix.com/, Airbnb https://www.airbnb.co.uk/, and Block https://block.xyz/, run more than 500,000 incidents. Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io http://incident.io to restore services faster, stay aligned under pressure, and focus on building what matters.

We’re a fast-growing, highly ambitious team that cares deeply about our customers, product quality, and making it magic. We’ve raised $100M from Index Ventures https://www.indexventures.com/, Insight Partners https://www.insightpartners.com/, and Point Nine, https://www.pointnine.com/ alongside founders and executives from world-class technology companies.

THE TEAM

Our Customer Success Organization is central to incident.io http://incident.io, expertly understanding customer challenges and delivering impactful Incident Management solutions.

We take a customer-led product approach, working closely with our Product team to address each customer's unique needs. We aim to delight customers at every stage, fostering long-term relationships built on trust and mutual growth.

The Expansion Account Management team drives customer success and revenue growth through a scaled, data-driven model. Managing our high-volume Commercial base, they use automation, insights, and one-to-many strategies to drive adoption, retention, and expansion. Through strategic thinking and proactive outreach, they uncover growth opportunities, enhance efficiency, and ensure customers realize the full value of incident.io http://incident.io.

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 http://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.

WHAT WE OFFER

We’re building a place where great people can do their best work—and that means looking after you and your family with benefits that support health and personal growth.

• Market leading private medical insurance
• Generous parental leave
• First Friday of the month off
• Generous annual leave/PTO allowance
• Competitive salary and equity
• Remote working and personal development budget
• Enhanced pension/401k