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