Expansion Account Manager

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Manage a portfolio of scaled customers guiding them through various post-sales stages to ensure they achieve their goals with 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.

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.