Commercial Customer Success Manager

incident.io; Greater London; On-site; GBP 60,000 - 90,000; 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 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.

Skills

Account management

Technical conversations

Commercial instincts

Scaled CS programs

Playbooks & automation

Documentation

Willingness to travel

Job description

A little about us

incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime.

The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously.

We've raised $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.

The role in one line

Customers trust us when things go wrong. We're the software reliability platform built to investigate, respond to and prevent incidents. As a Commercial CSM, you're the partner to our mid-market engineering teams - getting them onboarded, embedded and expanding their usage, and maturing their incident management and reliability as they grow.

What that looks like day to day

Our Customer Success organisation is at the heart of incident.io. We're the team closest to our customers' hardest problems, and we're trusted to solve them. We believe in a customer-led product approach, working hand in hand with Product to uncover and address what each customer really needs. Our goal goes beyond satisfaction: we want to delight customers at every stage of their journey, and build long-term relationships grounded in trust, shared success and mutual growth.

You'll look after 70-80 Commercial customers: growth-oriented tech companies, mostly under 1,000 people, between $30k and $150k ARR each. Industry leaders like Vanta, Monday.com and Loom sit in this segment. Some are steady, some are scaling fast, and much of the job is knowing which is which, and what each one needs from you.

Most of your time goes to mid-market customers on our top-tier plan, where you're their dedicated CSM leading onboarding and adoption. You'll blend 1:1 time with scalable programmes to get teams to value quickly: best-practice sessions, end-user training, partnership and roadmap reviews. You'll also cover a subset of smaller customers in a low-touch capacity, leaning on usage data to spot risk and opportunity early.

Day to day, this is a high ownership role. You'll help customers navigate the product, unpick problems when they hit them, and keep everyone pointed at the outcomes their team actually cares about. You are responsible for proactively identifying expansion and upsell opportunities, and partnering with Sales and Expansion Account Managers to grow revenue within your accounts. Internally, you're the voice of the Commercial customer with Product, Engineering, Sales, Marketing and Support.

There's still a lot to build and a ton of opportunity for you to shape this segment. The Commercial motion works, but scaling and automating the customer journey is live work we're ramping up now - refining playbooks, automating the repeatable stuff, building the tooling and content that makes a portfolio this size easier to serve. We're AI-forward in how we approach it, so you'd be shaping this rather than inheriting it.

Who you are

• You've carried a book of 40 to 100+ accounts and worked out how to be present across all of them without going quiet on half.

• You've sold to, or supported, technical people, whether that's engineering teams, on-call rotations or developer tools. You can hold your own in a technical conversation without needing to escalation every one of them.

• You've got commercial instincts. You spot the account that's about to double, you know what a growth signal looks like, and you know how to steer a renewal to a good outcome.

• You know what scaled CS looks like when it's done well. Playbooks, one-to-many programs, AI-assisted workflows. You don't need to have built them from scratch, but you've worked around them enough to have opinions on what you'd do differently.

• Half-built process doesn't rattle you. You'd rather fix the documentation than complain about it.

• You actually like being in a room with customers, and you'll get on a plane for the right one.

Supporting you

We work hard and we think life outside work matters just as much. Our benefits pack is built to support both.

• Private medical insurance. Seriously good cover - we want you and the people you love to be looked after.

• Competitive annual leave. Showing up at your best requires switching off, and we make sure you have time to do that.

• First Friday of every month off. Yes, seriously.

• Enhanced pension. We put real money in, because future-you deserves better than an afterthought.

• Meaningful equity. We're rapidly scaling, and everyone who helps shape the outcome should share in it.

• Unlimited AI spend. For everyone, not just engineers. We're all‑in on AI across the company, and we expect you to be too.

• Generous parental leave. The early days with a new baby matter more than anything we're doing here, and we want you to be present for them.

• Two budgets that have your back. £1000 to invest in your setup, £500 a year to invest in yourself.