incident.io
Commercial Customer Success Manager
Salary not disclosedOnsite
- Customer Success
- London
- Full time
- Today
Newly posted
About the role
As a Commercial Customer Success Manager, you will partner with mid-market engineering teams to drive onboarding, adoption, and expansion. You will manage a portfolio of 70-80 accounts, balancing high-touch engagement with scalable programs to ensure customers achieve their reliability goals. This role involves acting as the voice of the customer internally while shaping the future of the company's customer success processes.
Responsibilities
- Lead onboarding and adoption for mid-market customers on top-tier plans
- Conduct best-practice sessions, end-user training, and roadmap reviews
- Proactively identify expansion and upsell opportunities in partnership with Sales
- Manage a subset of smaller customers using low-touch, data-driven strategies
- Represent the voice of the customer to Product, Engineering, and Marketing teams
- Refine and automate customer journey playbooks and internal tooling
Required skills
- Customer Success
- Account Management
- Technical communication
- Data analysis
Benefits
- Private medical insurance
- Competitive annual leave
- First Friday of every month off
- Enhanced pension
- Meaningful equity
- Unlimited AI spend
- Generous parental leave
- Home office setup budget
- Annual personal development budget
About the Company
incident.io is an AI software reliability platform trusted by engineering teams at companies like Netflix and Etsy to investigate, respond to, and prevent incidents. The company has raised $96 million from investors including Index Ventures and Insight Partners.