Commercial Customer Success Manager - #1777914

About Incident.io

incident.io is the leading all-in-one platform for incident management. From small bugs to major outages, incident.io helps teams respond fast, reduce downtime, and improve every time something goes wrong.

Since launching in 2021, we’ve helped 800 companies—including Netflix, Airbnb and Block—resolve over 250,000 incidents. Every month, more than 30,000 responders across Engineering, Product and Support use incident.io to fix things faster.

We’re a small team that cares deeply about pragmatism, quality, magic, and pace. We've raised $100M from Index Ventures, Insight Partners and Point Nine, alongside many angel investors who are founders and executives of world-class companies.

The Team

Our Customer Success organization is at the heart of incident.io. The team has an exceptional ability to understand customer challenges and deliver Incident Management solutions that truly resonate and make an impact.

We believe in a customer-led product approach, collaborating seamlessly with our Product team to uncover, understand and address the unique needs / challenges of each customer. Our mission and goals go beyond satisfaction—we strive to delight customers at every stage of their journey, building and fostering long-term relationships built on trust, shared success, and mutual growth.

The Commercial CSM team partners with a high-volume portfolio of long-tail customers in our Commercial customer segments. These are non-key accounts with meaningful growth potential, and the team blends scalable service delivery with thoughtful 1:1 touch points to drive successful onboarding, adoption, and renewals. They operate at the intersection of efficiency and empathy proactively managing risks and surfacing expansion opportunities ensuring every customer, regardless of size, realizes the full value of incident.io.

What You’ll Be Doing

• Lead onboarding and adoption for a high-volume portfolio of Commercial customers, using a blend of 1:1 engagement and scalable programs to maximize time to value
• Act as a trusted advisor by helping customers navigate product usage, troubleshoot issues, and align on outcomes that matter most to their teams
• Identify and address risks or blockers early, advocating for retention and product expansion through data-backed insights and proactive outreach
• Collaborate cross-functionally with Product, Engineering, Sales, Marketing and Support to champion the voice of the Commercial customer internally
• Scale success efficiently by refining playbooks, automating repeatable tasks, and contributing to content and tooling that drive customer outcomes
  
  

What You Need To Be Successful

• Proven experience in Customer Success, Account Management, or a similar role managing SMB or Mid-Market SaaS customers
• Exceptional relationship-building and communication skills, with the ability to support many customers while delivering thoughtful, personalized value
• Strategic and analytical mindset: able to connect customer outcomes to business impact, recognize signals of risk or expansion, and balance deep engagement with scalable solutions through systems, tooling, or process
• Motivation and ability to thrive in a fast-paced, early-stage environment where you can operate autonomously, adapt to shifting priorities, and build the playbook as you go
• Comfort collaborating across functions to align on goals, solve problems, and deliver a consistent customer experience
  
  

What We Offer

We’re building a place where great people can do their best work—and that means looking after you and your family with benefits that support health and personal growth.

• Market leading private medical insurance
• Generous parental leave
• First Friday of the month off
• Generous annual leave/PTO allowance
• Competitive salary and equity
• Remote working and personal development budget
• Enhanced pension/401k
  
  

Compensation Range: £65K - £97K