EMEA Strategic CSM: Drive Adoption & Growth

incident; Greater London; On-site; GBP 90,000 - 130,000; 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

Budgets for setup and self-improvement

Job summary

incident.io, the AI software reliability platform, is seeking an EMEA Strategic Customer Success Manager to shape how large enterprises achieve reliable uptime. You’ll partner with the world’s biggest customers, guiding adoption, expansion and executive reviews across regions.

As the first EMEA CSM on the team, you’ll define strategic success, land initial contracts and coordinate with Sales, Solutions Engineering and Product to map organisations, champions and business outcomes.

Qualifications

• Significant experience in Customer Success, Account Management or TAM with enterprise-scale accounts.
• Proven ability to drive adoption, retention and expansion in large, complex organisations.
• Comfortable landing small deals and expanding to multi-BU footprints.
• Skilled navigating procurement, security, legal and change management in slow-moving organisations.
• Excellent ability to engage with senior technical executives and engineers alike.

Responsibilities

• Define strategic CS playbook for the EMEA region and support high-stakes deals.
• Land strategic logos with focused first contracts and build business cases.
• Lead Executive Business Reviews and align with CIO/CTO priorities.
• Onboard and migrate customers from legacy tools to our platform.
• Collaborate with Sales, Solutions Eng, Product, Marketing and Support for expansion.

Skills

Strategic CS

Enterprise SaaS

Account management

Executive communications

Stakeholder mapping

Tools

CRM systems

Job description

incident.io, the AI software reliability platform, is seeking an EMEA Strategic Customer Success Manager to shape how large enterprises achieve reliable uptime. You’ll partner with the world’s biggest customers, guiding adoption, expansion and executive reviews across regions.

As the first EMEA CSM on the team, you’ll define strategic success, land initial contracts and coordinate with Sales, Solutions Engineering and Product to map organisations, champions and business outcomes.