Enterprise Customer Success Manager

The role

You will scale adoption and embed best practices for complex enterprise accounts. You will lead onboarding, build strategic relationships, and drive expansion opportunities for the AI software reliability platform.

What you will do

• Leading seamless onboarding and integration for net-new enterprise customers
• Delivering in-depth training to maximize platform adoption and value
• Building and maintaining strategic relationships with key stakeholders
• Acting as a primary point of contact and trusted advisor
• Proactively addressing customer challenges and opportunities
• Identifying and driving expansion opportunities including upsells and cross-sells
• Championing the customer voice internally
• Collaborating with Product, Engineering, Sales, and Marketing teams

Required qualifications

• Carried a book of enterprise accounts
• Sold to or supported technical people such as engineering teams, on-call rotations or developer tools
• Can hold own in a technical conversation without needing to escalate every one of them
• Has commercial instincts
• Has run onboarding for organisations where adoption had to be won team by team
• Knows what enterprise CS looks like when it is done well
• Prefers fixing documentation over complaining about it
• Likes being in a room with customers and will get on a plane for the right one

Benefits

• Market-leading private medical insurance
• Competitive PTO
• First Friday of every month off
• Enhanced 401k
• Meaningful equity
• Unlimited AI spend
• Generous parental leave
• $1000 to invest in your setup
• $500 a year to invest in yourself

About the company

incident.io is an AI software reliability platform trusted by engineering teams at Notion, Linear, Ramp and 2,000+ companies. They have raised $100+ million from Index Ventures, Insight Partners, and Point Nine.