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

• Experience carrying a book of enterprise accounts
• Experience selling to or supporting technical people such as engineering teams, on-call rotations or developer tools
• Ability to hold own in a technical conversation
• Commercial instincts to spot expansion opportunities and risk signals
• Experience running onboarding for organisations where adoption had to be won team by team
• Knowledge of enterprise CS including executive relationships and reviews
• Ability to work with half-built processes and fix documentation
• Willingness to travel by plane for customers

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.