Commercial CSM: AI-Driven Growth & Onboarding

incident; Greater London; Hybrid; GBP 70,000 - 120,000; Full time

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 the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies. As a Commercial CSM, you will onboard, embed and expand usage for our mid‑market customers, helping them mature incident management and reliability as they grow.

You will own 70–80 Commercial accounts, balance high‑touch onboarding with scalable programs, identify expansion opportunities and partner with Sales to drive revenue while representing the voice of the customer to

Qualifications

• Manage 40–100+ accounts and stay present across them without neglect.
• Speak with technical customers in engineering contexts and maintain clarity.
• Demonstrate commercial instincts to spot growth and guide renewals.
• Understand scaled CS concepts: playbooks, one‑to‑many programs, AI workflows.
• Enjoy fixing documentation and improving processes rather than complaining.
• Willing to travel for the right customer engagement.

Responsibilities

• Own 70–80 Commercial customers, mostly under 1,000 employees, with ARR between $30k and $150k.
• Lead onboarding and adoption on top‑tier plans, blending 1:1 time with scalable programs.
• Identify expansion and upsell opportunities; partner with Sales and Expansion AMs to grow revenue.
• Be the voice of the Commercial customer to Product, Engineering, Sales, Marketing and Support.

Skills

Account management

Sales & upsell

Customer Success

Documentation

Travel readiness

AI workflows

Job description

incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies. As a Commercial CSM, you will onboard, embed and expand usage for our mid‑market customers, helping them mature incident management and reliability as they grow.

You will own 70–80 Commercial accounts, balance high‑touch onboarding with scalable programs, identify expansion opportunities and partner with Sales to drive revenue while representing the voice of the customer to