VP of Customer Success

The role

You will lead and scale the global post-sales function across Commercial, Mid-Market, and Enterprise segments. You will own global GRR and NRR, architect success motions, and lead a global CS team.

What you will do

• Own global GRR and NRR across all segments and geographies
• Architect the full success motion including coverage models, capacity plans, playbooks, and tooling
• Build and run a world-class account health system
• Lead, coach, and develop a global CS team as a 3rd-line leader
• Engage directly with strategic customers
• Deploy AI-forward workflows and architect AI and automation usage

Required qualifications

• Based in San Francisco or New York City
• Willingness to travel across Americas, EMEA, and APJC
• 3rd-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
• Strong command of account health scoring, leading indicators, and churn/contraction forecasting
• Track record delivering best-in-class GRR and NRR metrics at scale
• AI-forward mindset with direct experience deploying AI-driven orchestrations alongside traditional CS tooling

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.