TL;DR
Expansion Account Manager (SaaS): Managing a scaled customer portfolio to drive adoption, retention, and expansion for an AI-powered incident response platform with an accent on data-driven engagement and proactive relationship management. Focus on identifying upsell opportunities, mitigating churn risks, and ensuring customers realize maximum product value.
Location: New York, USA. Must be able to work from the office at least 3 days a week.
Salary: $100,000 – $110,000
Company
Incident.io is the leading AI-powered incident response platform helping teams reduce downtime and improve reliability.
What you will do
- Manage a portfolio of scaled commercial customers, guiding them through post-sales stages.
- Drive product adoption and expansion using one-to-many engagement tactics.
- Identify and capitalize on upsell and cross-sell opportunities to drive revenue growth.
- Combine product expertise and strategic planning to ensure a seamless customer experience.
- Proactively identify and mitigate churn risks in collaboration with the GTM team.
Requirements
- Proven experience in Customer Success or Account Management within a SaaS environment.
- Strong track record of driving adoption, retention, and revenue expansion.
- Excellent time management, prioritization, and project management skills.
- Strong communication and interpersonal skills for building rapport.
- Must be based in New York and able to commit to 3 days per week in the office.
Culture & Benefits
- Competitive salary and equity package.
- Market-leading private medical insurance.
- Generous parental and annual leave/PTO allowance.
- First Friday of every month off.
- Remote working flexibility and personal development budget.
- Enhanced pension/401k plans.