Commercial Customer Success Manager

Incident
New York
Workplace: OnsiteFull timeUSD 125,000 - 155,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Relationship-building","Problem-solving","Strategic thinking","Data-driven"]

Lead onboarding and adoption for a high-volume Commercial customer portfolio, acting as a trusted advisor to maximize time-to-value, navigate product usage, and align on outcomes. Collaborate cross-functionally to address risks, enable retention and expansion, and refine playbooks to scale customer success across a growing, early-stage SaaS product.

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FursaFursa
Incident
Incident
7 months ago

Commercial Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead onboarding and adoption for a high-volume Commercial customer portfolio, acting as a trusted advisor to maximize time-to-value, navigate product usage, and align on outcomes. Collaborate cross-functionally to address risks, enable retention and expansion, and refine playbooks to scale customer success across a growing, early-stage SaaS product.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Lead onboarding and adoption for a high-volume portfolio of Commercial customers, using a blend of 1:1 engagement and scalable programs to maximize time to value.
  • •Act as a trusted advisor by helping customers navigate product usage, troubleshoot issues, and align on outcomes that matter most to their teams.
  • •Identify and address risks or blockers early, advocating for retention and product expansion through data-backed insights and proactive outreach.
  • •Collaborate cross-functionally with Product, Engineering, Sales, Marketing and Support to champion the voice of the Commercial customer internally.
  • •Scale success efficiently by refining playbooks, automating repeatable tasks, and contributing to content and tooling that drive customer outcomes.

Pay and Benefits

Salary: USD 125,000 - 155,000 annually
Perks:Health InsuranceParential LeaveAnnual LeaveEquityRemote WorkLearning BudgetRetirement

Key Requirements

  • •Proven experience in Customer Success, Account Management, or a similar role managing SMB or Mid-Market SaaS customers.
  • •Exceptional relationship-building and communication skills, with the ability to support many customers while delivering thoughtful, personalized value.
  • •Strategic and analytical mindset: able to connect customer outcomes to business impact, recognize signals of risk or expansion, and balance deep engagement with scalable solutions through systems, tooling, or process.
  • •Motivation and ability to thrive in a fast-paced, early-stage environment where you can operate autonomously, adapt to shifting priorities, and build the playbook as you go.
  • •Comfort collaborating across functions to align on goals, solve problems, and deliver a consistent customer experience.
Experience:SaaSMid-Market
Skills:CommunicationRelationship-buildingProblem-solvingStrategic thinkingData-driven
Languages:English

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