Commercial CSM — AI-Driven Growth & Adoption

incident.io

Greater London

On-site

GBP 60,000 - 90,000

Full time

9 days ago

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Benefits offered by this job

Private medical insurance

Competitive annual leave

First Friday of every month off

Enhanced pension

Meaningful equity

Unlimited AI spend

Generous parental leave

Two budgets that have your back

Job summary

incident.io is seeking a Commercial Customer Success Manager to partner with mid-market engineering teams, onboard them onto our platform, and drive expansion across 70–80 commercial customers. You will blend one-to-one sessions with scalable programs to accelerate time-to-value and identify expansion opportunities while collaborating with Sales and Product.

You’ll own onboarding, adoption and ongoing success, balancing high-touch relationships with data-driven, low-touch coverage for a subset

Qualifications

Carried 40–100+ accounts and maintained presence across all.
Able to discuss engineering topics with technical stakeholders.
Strong commercial sense; spots renewal and upsell opportunities.
Familiar with scaling CS through playbooks, programs and AI-assisted workflows.
Comfort with improving documentation and process over time.

Responsibilities

Lead onboarding and adoption for mid-market customers on top-tier plans.
Identify expansion and upsell opportunities; partner with Sales and Expansion AMs.
Balance 1:1 engagement with scalable programmes and playbooks.
Support smaller customers in a low-touch capacity using usage data.