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 - Gen