Enterprise CSM: Scale Adoption & Drive Executive Impact

incident; Greater London; Hybrid; GBP 80,000 - 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 seeking an Enterprise CSM to take our most complex accounts from first team to org-wide standard: scaling adoption, embedding best practice, and maturing operational maturity to deliver value for years, not just at renewal.

You’ll own onboarding for net-new enterprise customers, build strategic relationships with senior stakeholders, tackle challenges to ensure retention, and identify expansions by aligning our offerings with customer goals.

Qualifications

• Experience managing enterprise accounts and navigating org charts.
• Experience selling to or supporting technical teams.
• Commercial instincts to spot expansion opportunities and risks.
• Experience onboarding organisations with adoption across teams.
• Strong enterprise CS mindset with executive relationships.
• Willingness to travel for key customers.

Responsibilities

• Lead onboarding for net-new enterprise customers, ensuring a smooth transition to incident.io and maximizing platform value.
• Build and maintain strategic relationships with senior stakeholders, acting as primary point of contact and trusted advisor.
• Proactively address customer challenges to support retention and continuous improvement, advocating for product enhancements.
• Identify and drive expansion opportunities through upsells and cross-sells aligned with customer goals.
• Champion the customer voice internally by sharing insights with Product, Engineering, Sales and Marketing.

Job description

incident.io is seeking an Enterprise CSM to take our most complex accounts from first team to org-wide standard: scaling adoption, embedding best practice, and maturing operational maturity to deliver value for years, not just at renewal.

You’ll own onboarding for net-new enterprise customers, build strategic relationships with senior stakeholders, tackle challenges to ensure retention, and identify expansions by aligning our offerings with customer goals.