Commercial Customer Success Manager

The role

You will partner with mid-market engineering teams to manage onboarding, adoption, and expansion. You will look after 70–80 Commercial customers to mature their incident management and reliability.

What you will do

• Onboard and embed mid-market engineering teams
• Lead onboarding and adoption for top-tier plan customers
• Conduct best-practice sessions, end-user training, partnership and roadmap reviews
• Manage a subset of smaller customers in a low-touch capacity using usage data
• Proactively identify expansion and upsell opportunities
• Partner with Sales and Expansion Account Managers to grow revenue
• Act as the voice of the Commercial customer with Product, Engineering, Sales, Marketing and Support
• Shape and scale the Commercial customer journey through playbooks and automation

Required qualifications

• Experience carrying a book of 40 to 100+ accounts
• Experience selling to or supporting technical people such as engineering teams, on-call rotations or developer tools
• Ability to hold your own in a technical conversation
• Commercial instincts to spot growth signals and steer renewals
• Knowledge of scaled CS including playbooks, one-to-many programs and AI-assisted workflows
• Ability to work with half-built processes and fix documentation

Benefits

• Private medical insurance
• Competitive annual leave
• First Friday of every month off
• Enhanced pension
• 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.