---
title: 'Manager, Customer Success Team (AMER) at incident.io'
canonical: 'https://feeny.ai/job/manager-customer-success-team-amer-incident-io-san-francisco-005tzaxrae7g'
type: 'job'
last_seen: '2026-10-14'
---

# Manager, Customer Success Team (AMER) at incident.io

- **Company:** incident.io
- **Location:** San Francisco, CA
- **Compensation:** $175k–$200k
- **Employment:** full-time
- **Posted:** 2026-09-23
- **Last confirmed live:** 2026-10-14
- **Apply:** https://jobs.ashbyhq.com/incident/dd585c05-9736-4ba3-a71a-838ba66deea5

## Job description

A little about us [incident.io](http://incident.io) is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime. The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously. We've raised $100+ million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.

## The role in one line

Lead and grow a high-performing, US-based CS team as we scale from $XXM to $XXXM, and beyond.

What that looks like day to day You're our first manager of Customer Success in the US, and stepping into a unique scenario: you are not coming in to fix something — the team is already strong, and our retention metrics are the gold standard. Your job is to take what's working and make it repeatable — forecasting, renewals, customer health, the rhythms that hold up when the team is twice the size. You'll lead CSMs across New York and San Francisco, spanning white glove, high and medium touch motions. You'll report into our CRO until we hire a global VP of Customer Success — a role we're actively working on — which means for now you've got a direct line to commercial leadership and unusual latitude to shape how the function runs. You'll have a counterpart running CS in EMEA, and the two of you will set the standard globally. Expect to be a player-coach. You'll run forecast reviews and 1:1s, and you'll also be on customer calls — sometimes because an account needs you, often because you want to be close enough to the work to know whether the playbook you're writing actually holds. You'll partner tightly with Sales, Product, Marketing and RevOps, and you'll be one of the clearest voices of the customer inside the company, connecting what you're hearing in the field to where the product goes next. We're AI-forward in two directions here. Our customers buy an AI incident response product, so fluency in what it does and where it's going is part of the job. And internally, we expect you and your team to be using AI in the actual workflow — account research, health signals, call prep, QBR prep — and to push that further rather than wait for someone to hand you a process.

## Who you are

- You've led or coached CSMs or AMs in B2B SaaS, mid-market through enterprise, and you've got the retention and expansion numbers to back it up.
- You've done this somewhere that hadn't figured it out yet. Standing up the forecast cadence, the health scoring, the renewal motion — that's the part you find fun, not the part you dread.
- You still want to be in customer conversations. Player-coach isn't a phase you've grown out of.
- You hold a high bar and people like working for you. Both of those are true about you at the same time.
- You're commercially sharp. You know which accounts are genuinely at risk versus which ones just went quiet, and you can forecast a quarter without hedging.
- You're already using AI in how you work, not because someone told you to. You'll have opinions about where it helps your team and where it doesn't.
- Time zones don't bother you. Leadership sits in the UK, your counterpart runs EMEA, and you're comfortable making that work.
- Ambiguity doesn't rattle you. When there's no process, you write one rather than waiting for it.

Supporting you We work hard and we think life outside work matters just as much. Our benefits pack is built to support both.

- Market-leading private medical insurance. The proper kind, so you're never weighing up your health against a bill.
- Competitive PTO. Showing up at your best requires switching off, and we make sure you have time to do that.
- First Friday of every month off. Yes, seriously.
- Enhanced 401k. We put real money in, because future-you deserves better than an afterthought.
- Meaningful equity. We're rapidly scaling, and everyone who helps shape the outcome should share in it.
- Unlimited AI spend. For everyone, not just engineers. We're all-in on AI across the company, and we expect you to be too.
- Generous parental leave. The early days with a new baby matter more than anything we're doing here, and we want you to be present for them.
- Two budgets that have your back. $1000 to invest in your setup, $500 a year to invest in yourself.

## About incident.io

## Company Overview
- **One-liner**: incident.io provides an all-in-one AI-powered incident management platform that helps fast-moving teams respond to outages, coordinate on-call, and keep customers informed.
- **Entity Type**: Private (Series B, raised $62M at ~$400M valuation)
- **Headquarters**: London, UK (with offices in San Francisco and New York)
- **Founded**: 2021
- **Founders**: Stephen Whitworth (CEO), Pete Hamilton (CTO), Chris Evans (CPO)

## Core Business
- **Primary industry**: Incident management / IT operations / DevOps
- **Target customers**: B2B, primarily mid-market to enterprise (organisations of 200+ users), including engineering, product, support, and increasingly security teams
- **Mission**: “Move fast when you break things” — empower teams to respond quickly, coordinate clearly, and get better each time something breaks

## Products & Services
- **Response**: End-to-end incident lifecycle management, deeply integrated with Slack and Microsoft Teams, with AI-powered workflows to accelerate resolution
- **On-call**: Modern on-call scheduling with noise reduction, designed for humans — competes directly with PagerDuty (used by 70% of customers)
- **Status Pages**: Automated, transparent status updates to keep customers informed during incidents
- **Investigations**: AI-driven root cause analysis that surfaces failing PRs and suggests fixes, often before the responder has opened their laptop
- **AI Copilot**: Summarises incident calls, queries monitoring tools like Datadog, and generates action items

## Market Standing
- **Valuation**: ~$400 million (Series B, April 2025) — [TechCrunch](https://techcrunch.com/2025/04/10/incident-io-raises-62m-at-a-400m-valuation-to-help-it-teams-move-fast-when-things-break/)
- **Key Metric**: Total funding $96M; annual revenue not disclosed, but customer base tripled in the last 12 months
- **Notable Investors/Partners**: Insight Partners (Series B lead), Index Ventures, Point Nine Capital
- **Growth Signals**: 190 employees across London, SF, and NY; over 1,000 customers including Netflix, Airbnb, Block, Linear, Ramp, and Etsy; 250,000 incidents managed since founding; 75% of new customers are U.S.-based — [incident.io/careers](https://incident.io/careers), [TechCrunch](https://techcrunch.com/2025/04/10/incident-io-raises-62m-at-a-400m-valuation-to-help-it-teams-move-fast-when-things-break/)

## Competitive Advantages
- **All-in-one platform**: Combines on-call, response, status pages, and AI investigation — reducing tool fragmentation that plagues incident management
- **AI-first, pragmatically**: Uses AI where it genuinely adds value (investigation, summarisation, root cause analysis) rather than for hype — [incident.io/blog/incident-io-behind-the-curtain](https://incident.io/blog/incident-io-behind-the-curtain)
- **Office-first culture**: High-bandwidth collaboration and pace, attracting talent who thrive in an in-person environment
- **PagerDuty Rescue Program**: Aggressive migration offering (white-glove migration, contract buyout) to capture market share — [incident.io](https://incident.io/)
- **Strong product-led growth**: Engineers love the product, driving organic adoption

## Strategic Focus
- Deepen AI capabilities for incident investigation and remediation (moving toward autonomous fixes)
- Expand into security incident response (already seeing adoption from security teams)
- Grow U.S. market presence through sales and marketing
- Continue to build out the platform to cover the full incident lifecycle

## Why Work Here
- **Culture**: High trust, high standards, fast execution. Values: *Make it magic*, *Find a way*, *Raise the pace*, *Trust by default*, *Win together* — [incident.io/careers](https://incident.io/careers)
- **Work environment**: Office-first in London (4–5 days/week expected, with occasional remote weeks); offices in SF and NY. Not a remote-first company — [incident.io/blog/incident-io-behind-the-curtain](https://incident.io/blog/incident-io-behind-the-curtain)
- **Engineering culture**: 1–3 week projects, broad product surface area, written alignment (scopes, design docs, thorough commit messages), AI used where it genuinely helps
- **Growth**: Well-funded, fast-growing, strong market position — career-defining problems and a wildly talented team
- **Perks**: Not explicitly listed, but emphasis on sane work-life balance, autonomy, and working on a product customers genuinely love

## Sources
1. [incident.io/careers](https://incident.io/careers)
2. [incident.io](https://incident.io/)
3. [LinkedIn](https://www.linkedin.com/company/incident-io)
4. [incident.io/blog/incident-io-behind-the-curtain](https://incident.io/blog/incident-io-behind-the-curtain)
5. [TechCrunch](https://techcrunch.com/2025/04/10/incident-io-raises-62m-at-a-400m-valuation-to-help-it-teams-move-fast-when-things-break/)

## Other roles at incident.io

- [GTM Talent Partner](https://feeny.ai/job/gtm-talent-partner-incident-io-london-sn8gmv7sgykb) — London, United Kingdom
- [Account Executive](https://feeny.ai/job/account-executive-incident-io-new-york-6tnwfsz7cr2y) — New York, NY
- [Account Executive](https://feeny.ai/job/account-executive-incident-io-san-francisco-a762xtjkmeqy) — San Francisco, CA
- [Customer Success Engineer](https://feeny.ai/job/customer-success-engineer-incident-io-london-6kj1w1f72ezs) — London, United Kingdom
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-incident-io-london-kfc1bgjex9k3) — London, United Kingdom
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-incident-io-new-york-7277zz6mzvnc) — New York, NY
- [VP of Sales, EMEA](https://feeny.ai/job/vp-of-sales-emea-incident-io-london-2eghnw2eanwk) — London, United Kingdom
- [Entry-Level Business Development Representative (BDR) 2027 Cohort](https://feeny.ai/job/entry-level-business-development-representative-bdr-2027-cohort-incident-io-san-5evq0jcd4002) — San Francisco, CA
- [Enterprise Customer Success Manager](https://feeny.ai/job/enterprise-customer-success-manager-incident-io-london-s0ejpjwnhw7n) — London, United Kingdom
- [Commercial Customer Success Manager](https://feeny.ai/job/commercial-customer-success-manager-incident-io-london-dk5n2we14h6x) — London, United Kingdom