Enterprise Customer Success Manager

About the role

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

As an Enterprise CSM you take some of our most complex accounts from first team to org-wide standard: scaling adoption, embedding best practice, and maturing their operational maturity - so the platform delivers value for years, not just at renewal.

What That Looks Like Day to Day

• Leading seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to incident.io while delivering in-depth training to maximize platform adoption and value.
• Building and maintaining strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor. You’ll regularly engage with customers to understand their evolving needs and provide tailored, impactful solutions.
• Proactively addressing customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary.
• Identifying and driving expansion opportunities, including upsells and cross-sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io
• Championing the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales, and Marketing teams to drive alignment and success.

Who You Are

• You've carried a book of enterprise accounts, the kind where you know the org chart, the politics and the three teams who haven't adopted yet, not just the person who signed.
• You've sold to, or supported, technical people, whether that's engineering teams, on-call rotations or developer tools. You can hold your own in a technical conversation without needing to escalate every one of them.
• You've got commercial instincts. You spot the account that's about to double, you know what a risk signal looks like early, and you know when to pull your AE in.
• You've run onboarding for organisations where adoption had to be won team by team, and you've got the scar tissue to prove it.
• You know what enterprise CS looks like when it's done well. Exec relationships that survive a bad quarter, reviews people actually want to attend, AI-assisted workflows that give you back time. You don't need to have built all of it, but you've got opinions on what you'd do differently.
• Half-built process doesn't rattle you. You'd rather fix the documentation than complain about it.
• You actually like being in a room with customers, and you'll get on a plane for the right one.

Supporting You

We work hard and we think life outside work matters just as much. Our benefits pack is built to support both.

• Market-leading private medical insurance. The proper kind, so you're never weighing up your health against a bill.
• Competitive PTO. Showing up at your best requires switching off, and we make sure you have time to do that.
• First Friday of every month off. Yes, seriously.
• Enhanced 401k. We put real money in, because future-you deserves better than an afterthought.
• Meaningful equity. We're rapidly scaling, and everyone who helps shape the outcome should share in it.
• Unlimited AI spend. For everyone, not just engineers. We're all-in on AI across the company, and we expect you to be too.
• Generous parental leave. The early days with a new baby matter more than anything we're doing here, and we want you to be present for them.
• Two budgets that have your back. $1000 to invest in your setup, $500 a year to invest in yourself.