Expansion Account Manager

Job description

A little about us incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime. The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously. We've raised $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join. The role in one line You'll meet some of the world's fastest-growing startups when they've got five engineers - and you'll be the reason they're still with us when they've got five hundred. What that looks like day to day As an Expansion Account Manager at incident.io , you're picking up the relationship with companies like Vanta, Linear and Vercel - the ones who started small and won't stay that size for long. You own a book of commercial customers end to end, and your job is simple to say and hard to do: keep them, and grow them. That means spotting where a team's usage is outgrowing their plan, knowing when an account is ready to grow into more of what we offer, and being the person who makes expansion feel like the obvious next step rather than a sales pitch. You'll work closest with CS and the wider GTM team - CS to understand what's actually happening inside an account, GTM to make sure what you're learning feeds back into how we sell and expand across the customer base - but you'll pull in Sales and Product whenever an account needs it. We're AI-forward here, and this role is no exception. You'll use AI to build account plans faster, catch expansion signals before they're obvious, and draft outreach that still sounds like you wrote it. We're not asking you to trust a black box - we want you testing what works and pushing us to get better at it. Who you are You've done the expansion side of account management before - you know the difference between growing an account and just keeping it, and you've got the renewal conversations to prove it. A CTO or VP pushing back doesn't rattle you - if anything, you enjoy the conversation more when they know exactly what they're asking for. You don't quit when a deal gets hard. The tricky ones are the ones you remember, not the ones you avoid. You're…