Strategic Customer Success Manager

As our first EMEA Strategic Customer Success Manager, you'll help define what strategic success looks like at incident.io, and become the trusted partner who makes us core to how the biggest enterprises run reliability. incident.io is the AI software reliability platform trusted by engineering teams at Notion, Linear, Ramp and 2,000+ companies who can't afford downtime.

Responsibilities

Work with a small number of the largest, most complex and highest-value customers; Act as strategic partner across the full customer lifecycle, from early deal involvement with Sales through to adoption and expansion; Help land strategic logos with focused first contracts, then build business cases and success plans that lead to larger deals; Map organisations, find champions and repeat proven wins across business units and regions; Run Executive Business Reviews and connect incident.io leadership with customer leadership; Lead onboarding and migrations away from legacy tools and ITSM-led processes, including deeper adoption across Response, On-call, Status Pages and AI capabilities; Spot and reduce business, operational and reputational risk; Bring Sales, Solutions Engineering, Product, Marketing and Support together around shared account goals, including expansion and renewals; Work with Product and Engineering on the roadmap and design partnerships; Define the strategic CS playbook, support high-stakes deals and help develop peers as the segment grows

Requirements

Significant experience in Customer Success, Account Management or Technical Account Management, managing strategic or Fortune 500-scale accounts in enterprise SaaS; Experience driving adoption, retention and expansion in large, complex accounts with many stakeholders, with results to point to; Ability to land small and grow large, turning a pilot or single business unit into a multi-BU footprint over a long sales cycle; Comfort building business cases and navigating procurement, security, legal and change management in slow-moving organisations; Confidence with senior technical executives, running EBRs and strategic planning sessions, and working deeply with SREs and platform engineers; Technical fluency in modern engineering organisations, on-call, incident response, SRE practices and the observability and DevOps ecosystem, and ability to translate it for business stakeholders; Strong commercial judgement and ability to partner well with Sales on renewals and expansion; Autonomous and comfortable with ambiguity

Nice to have

Developer tooling, observability or incident management experience

Benefits

Private medical insurance; Competitive annual leave; First Friday of every month off; Enhanced pension; Meaningful equity; Unlimited AI spend; Generous parental leave; £1000 budget to invest in your setup; £500 a year budget to invest in yourself