Enterprise Customer Success Manager

Incident
San Francisco
Workplace: HybridFull timeUSD 160,000 - 200,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Stakeholder management","Technical communication","Customer advocacy","Onboarding","Commercial judgment"]

Own enterprise accounts end-to-end, driving onboarding, integration, and training for net-new customers while building strategic stakeholder relationships. Proactively support customers to improve satisfaction and retention, advocate for product enhancements, and identify expansion opportunities through upsells and cross-sells. Champion the customer voice in internal impact reviews and collaborate closely with Product, Engineering, Sales, and Marketing to standardize adoption across the org.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Incident
Incident
1 day ago

Enterprise Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own enterprise accounts end-to-end, driving onboarding, integration, and training for net-new customers while building strategic stakeholder relationships. Proactively support customers to improve satisfaction and retention, advocate for product enhancements, and identify expansion opportunities through upsells and cross-sells. Champion the customer voice in internal impact reviews and collaborate closely with Product, Engineering, Sales, and Marketing to standardize adoption across the org.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Lead seamless onboarding and integration for net-new enterprise customers and deliver in-depth training to maximize adoption and value.
  • •Build and maintain strategic relationships with key stakeholders as the primary point of contact and trusted advisor.
  • •Proactively address customer challenges and opportunities by delivering ongoing support and advocating for product enhancements when needed.
  • •Identify and drive expansion opportunities, including upsells and cross-sells, aligned to customer goals.
  • •Share actionable customer insights internally through Monthly Impact Review meetings and collaborate with Product, Engineering, Sales, and Marketing.

Pay and Benefits

Salary: USD 160,000 - 200,000 annually
Equity and Bonus:Equity
Perks:Health InsurancePaid Leave401kEquity

Key Requirements

  • •Carry a book of enterprise accounts and understand org structure, internal dynamics, and adoption progress beyond the signature stakeholder.
  • •Have experience selling to or supporting technical teams and participating in technical conversations without needing frequent escalation.
  • •Demonstrate commercial instincts by spotting early risk signals and identifying accounts that are likely to expand.
  • •Have run onboarding at organizations where adoption had to be won team by team, with demonstrated experience overcoming adoption friction.
  • •Understand what great enterprise customer success looks like, including executive relationships and measurable process outcomes.
Skills:Stakeholder managementTechnical communicationCustomer advocacyOnboardingCommercial judgment
Tech Stack:AIAI incident response platform

Company Brief

Incident
Provides an all‑in‑one incident management platform that integrates on‑call scheduling, incident response, status pages and AI automation to help engineering teams detect, coordinate, resolve, and learn from software outages.
Industry: Developer Tools
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: San Francisco, United States
Founded: 2021
Glassdoor
Glassdoor: 4.4
WebsiteLinkedInGlassdoor