VP of Customer SuccessActive$250K–$300K

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

• Own global GRR and NRR across all segments and geographies , accountable for: retention, expansion, and forecasting accuracy, and build the infrastructure to predict and influence those outcomes before they materialize.

• Architect the full success motion: segment-specific coverage models, capacity plans, playbooks, and tooling, all built to evolve with the shape and mix of our customer base as we grow.

• Build and run a world-class account health system , defining the leading: indicators we track, the signals we act on, and the reporting infrastructure that keeps the GTM team informed and ahead of risk.

• Lead, coach, and develop a global CS team as a 3rd-line leader managing: first- and second-line managers across multiple geos.

• Be hands-on and in the details: engage directly with strategic customers when it matters and lead from the front. Our customers are technical and demanding, and the best CS leaders at incident.io earn their trust firsthand.

• Deploy AI-forward workflows , architecting how we use AI and automation: alongside traditional CS tooling, from health scoring to productivity and scale tooling for the team.

What they're looking for

• Based in San Francisco or New York City , with willingness to travel across Americas, EMEA, and APJC.
• rd-line or higher customer success leadership experience at a high-growth B2B software company.
• Proven track record scaling a global CS function across Americas, EMEA, and: APJC, across multiple customer segments simultaneously.
• Deep experience building and running post-sales motions for technical buyer: personas in the CTO's and/or CIO's org.