Enterprise Customer Success ManagerNew£100K–£130K

incident.io
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The opportunity

incident. io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime.

What you'll do

  • 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.

  • 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.

What they're looking for

  • 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.