Expansion Account Manager

About this role

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.

SUPPORTING YOU

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

- Private medical insurance. Seriously good cover - we want you and the people you love to be looked after.

- Competitive annual leave. 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 pension. 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.