Manager, Customer Success

Incident
San Francisco, New York
Workplace: OnsiteFull timeUSD 175,000 - 200,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Forecasting","Player-coaching","Customer advocacy","Cross-functional collaboration"]

Lead and grow the first US Customer Success team for an AI software reliability platform trusted by engineering teams across thousands of companies. Own repeatable customer success motions—forecasting, renewals, and customer health—while serving as a player-coach on customer calls and team rhythms. Partner closely with Sales, Product, Marketing, and RevOps, bring customer insights into product direction, and drive internal AI-enabled workflows (account research, health signals, and QBR prep).

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FursaFursa
Incident
Incident
17 hours ago

Manager, Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead and grow the first US Customer Success team for an AI software reliability platform trusted by engineering teams across thousands of companies. Own repeatable customer success motions—forecasting, renewals, and customer health—while serving as a player-coach on customer calls and team rhythms. Partner closely with Sales, Product, Marketing, and RevOps, bring customer insights into product direction, and drive internal AI-enabled workflows (account research, health signals, and QBR prep).
Location: San Francisco, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and grow the US Customer Success function as the first CS manager in the US.
  • •Make retention and customer health repeatable by owning forecasting, renewals, and CS rhythms as the team scales.
  • •Lead CSMs across New York and San Francisco, supporting white-glove and high/medium touch motions.
  • •Run forecast reviews and 1:1s, and participate in customer calls to validate and refine the customer success playbook.
  • •Partner with Sales, Product, Marketing, and RevOps and use AI in workflows like account research, health signals, call prep, and QBR prep.

Pay and Benefits

Salary: USD 175,000 - 200,000 annually
Equity and Bonus:Equity
Perks:Health InsurancePaid Leave401kParental LeaveEquityLearning Budget

Key Requirements

  • •Experience leading and growing a Customer Success team, with a focus on retention and repeatable playbooks.
  • •Ability to own forecasting, renewals, and customer health metrics as the team scales.
  • •Comfort acting as a player-coach: running forecast reviews and 1:1s while joining customer calls when needed.
  • •Fluency in the company’s AI incident response product and where it’s going.
  • •Strong cross-functional partnership with Sales, Product, Marketing, and RevOps to connect customer insights to product direction.
Experience:SaaS
Skills:LeadershipForecastingPlayer-coachingCustomer advocacyCross-functional collaboration
Tech Stack:AIQBR

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