Strategic Customer Success Manager

The role

You will act as a strategic partner for large, complex enterprise customers throughout their full lifecycle. You will drive adoption, expansion, and renewals while working with Sales, Product, and Engineering to define the strategic customer success playbook.

What you will do

• Work with a small number of largest, most complex and highest-value customers
• Help land strategic logos with focused first contracts
• Build business cases and success plans to turn pilots into larger deals
• Expand across the enterprise by mapping the organisation and finding champions
• Run Executive Business Reviews and connect leadership teams
• Lead onboarding and migrations from legacy tools and ITSM-led processes
• Drive adoption across Response, On-call, Status Pages and AI capabilities
• Bring Sales, Solutions Engineering, Product, Marketing and Support together around shared goals
• Work directly with Product and Engineering on the roadmap and design partnerships
• Help define the strategic CS playbook and support high-stakes deals

Required qualifications

• Significant experience in Customer Success, Account Management or Technical Account Management
• Experience managing strategic or Fortune 500-scale accounts in enterprise SaaS
• Experience driving adoption, retention and expansion in large, complex accounts with many stakeholders
• Ability to turn a pilot or single business unit into a multi-BU footprint over a long sales cycle
• Ability to navigate procurement, security, legal and change management in slow-moving organisations
• Confidence with senior technical executives and running EBRs and strategic planning sessions
• Technical fluency in modern engineering organisations, on-call, incident response, SRE practices and the observability and DevOps ecosystem
• Strong commercial judgement
• Autonomous and comfortable with ambiguity

Nice to have

• Experience with traditional enterprises like financial services, insurance, pharma, retail or private equity
• Developer tooling, observability or incident management

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.