Enterprise Customer Success Manager

About the role

As an Enterprise CSM, you will manage complex accounts to scale adoption, embed best practices, and improve operational maturity. You will act as a trusted advisor to key stakeholders, ensuring the platform delivers long-term value while driving expansion and retention. This role involves collaborating across internal teams to champion the customer voice and influence product development.

Responsibilities

• Leading seamless onboarding and integration for net-new enterprise customers.
• Building and maintaining strategic relationships with key stakeholders.
• Proactively addressing customer challenges and identifying expansion opportunities.
• Championing the customer voice internally through Monthly Impact Review meetings.
• Collaborating with Product, Engineering, Sales, and Marketing teams to drive alignment.

Required skills

• Customer Success
• Enterprise Account Management
• Technical Relationship Management
• Stakeholder Management
• Onboarding

Benefits

• Private medical insurance
• Competitive annual leave
• First Friday of every month off
• Enhanced pension
• Meaningful equity
• Unlimited AI spend
• Generous parental leave
• Setup budget
• Learning budget

About the Company

incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies. We have raised $96 million from Index Ventures, Insight Partners, and Point Nine and are growing fast.