Customer Marketing Manager

About incident.io:

incident.io is the leading all-in-one platform for incident management. From small bugs to major outages, incident.io helps teams respond fast, reduce downtime, and improve every time something goes wrong. Since launching in 2021, we’ve helped 800 companies—including Netflix, Airbnb and Block—resolve over 250,000 incidents. Every month, more than 30,000 responders across Engineering, Product and Support use incident.io to fix things faster.

We’re a small team that cares deeply about pragmatism, quality, magic, and pace. We've raised $100M from Index Ventures, Insight Partners and Point Nine, alongside many angel investors who are founders and executives of world-class companies. The Team Our Marketing team is the connective tissue between our product, our customers, and the market. As strategic storytellers with a deep understanding of incident.io, we partner closely with sales, engineering, product, and leadership to drive growth and bring our message to life across every channel.

We thrive in a fast-paced environment where creativity meets precision. From running campaigns and building top-of-funnel programs to crafting clear technical content and shaping our brand, we’re focused on reaching the right audience with the right story. Whether it's launching new features, enabling the sales team, or creating standout content for engineers, we play a key role in driving revenue and building deep engagement with our audience.

In this role, you’ll build the Customer Marketing function from the ground up, transforming the stories, insights, and advocacy of our customers into a force multiplier for sales, marketing, and product. You’ll work closely with our Customer Success team to champion users, deepen relationships, and create moments that spotlight the value of incident.io.

How will you do this? By developing programs and content that showcase customer impact, elevate their achievements, and inspire confidence among prospects. You’ll bring structure, creativity, and operational excellence to every initiative from customer stories and video features, to events, referrals, and advocacy activities.

What you’ll be doing:

Telling the stories of our customers across video, blogs, case studies, social, and webinars turning real customer outcomes into polished, high-impact narratives. Championing customer advocacy by partnering closely with Customer Success to build relationships, capture insights, and bring the customer voice into our marketing and product work.

• Building the customer marketing function from the ground up, creating the strategy, processes, and frameworks that elevate customers across every channel.

Running high-impact customer programs and events including roundtables, community moments, co-marketing initiatives, and spotlight campaigns that support major launches. Owning customer reference and referral programs, with scalable systems that surface advocates, streamline participation, and create measurable influence on pipeline and revenue.

What you need to be successful:

A strong foundation in customer marketing or advocacy, ideally within B2B SaaS, with an understanding of how to turn customer outcomes into compelling stories. Hands-on experience creating customer content across formats written, video, social, or live events with a clear instinct for narrative quality.

A builder’s mindset, bringing resourcefulness and structure to a function that’s growing quickly and still taking shape. Excellent relationship-building skills, able to earn trust from customers and collaborate effectively across CS, PMM, Product, and Sales. Operational discipline and attention to detail, managing programs end-to-end while capturing insights, tracking impact, and driving continuous improvement.

What we offer:

We’re building a place where great people can do their best work—and that means looking after you and your family with benefits that support health and personal growth. Market leading private medical insurance Generous parental leave First Friday of the month off Generous annual leave/PTO allowance Competitive salary and equity

Remote working and personal development budget

• Enhanced pension/401k