Strategic Customer Success ManagerActive

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

  • You have significant experience in Customer Success, Account Management or: Technical Account Management, managing strategic or Fortune 500-scale accounts in enterprise SaaS. Traditional enterprises like financial services, insurance, pharma, retail or private equity are ideal. Developer tooling, observability or incident management is a plus.

  • You’ve driven adoption, retention and expansion in large, complex accounts: with many stakeholders, and you have results you can point to.

  • You know how to land small and grow large, turning a pilot or single business: unit into a multi-BU footprint over a long sales cycle.

  • Building a business case doesn’t faze you, nor does navigating procurement,: security, legal and change management in slow-moving organisations.

  • You’re confident with senior technical executives, running EBRs and strategic: planning sessions, and just as comfortable going deep with SREs and platform engineers.

  • You’re technically fluent in modern engineering organisations, on-call,: incident response, SRE practices and the observability and DevOps ecosystem, and you can translate it for business stakeholders.

What they're looking for

  • You have significant experience in Customer Success, Account Management or: Technical Account Management, managing strategic or Fortune 500-scale accounts in enterprise SaaS. Traditional enterprises like financial services, insurance, pharma, retail or private equity are ideal. Developer tooling, observability or incident management is a plus.
  • You’ve driven adoption, retention and expansion in large, complex accounts: with many stakeholders, and you have results you can point to.
  • You know how to land small and grow large, turning a pilot or single business: unit into a multi-BU footprint over a long sales cycle.
  • Building a business case doesn’t faze you, nor does navigating procurement,: security, legal and change management in slow-moving organisations.
  • You’re confident with senior technical executives, running EBRs and strategic: planning sessions, and just as comfortable going deep with SREs and platform engineers.
  • You’re technically fluent in modern engineering organisations, on-call,: incident response, SRE practices and the observability and DevOps ecosystem, and you can translate it for business stakeholders.
  • You have strong commercial judgement, partner well with Sales on renewals and: expansion, and get ahead of customer challenges rather than reacting to them.
  • You’re autonomous and comfortable with ambiguity. You’re excited to define the role, not just step into it.