Enterprise CSM: Scale Adoption & Value for Global Accounts

incident; Greater London; Hybrid; GBP 85,000 - 110,000; Full time

Benefits offered by this job

Private medical insurance

Annual leave

First Friday off

Enhanced pension

Meaningful equity

Unlimited AI spend

Generous parental leave

Setup budget

Personal development budget

Job summary

incident.io seeks an Enterprise Customer Success Manager to shepherd complex accounts from onboarding to org-wide adoption. You will drive seamless integration, onboard cross-functional teams, and become the trusted advisor across engineering, product, and leadership.

You will spot expansion opportunities, advocate for product improvements, and ensure long-term value delivery. Willingness to travel and engage with executives is expected.

Qualifications

• Candidates have managed enterprise accounts with visibility into org charts and multiple adoption paths.
• Able to converse technically with engineering teams and developers without oversimplifying.
• Demonstrates commercial instincts and knows when to escalate to AE for deals.

Responsibilities

• Lead onboarding and integration for net-new enterprise clients, ensuring a smooth transition to incident.io.
• Build and maintain strategic relationships with key stakeholders and act as trusted advisor.
• Address customer challenges and drive ongoing support to ensure retention and value realization.
• Identify expansion opportunities through upsells and cross-sells aligned to customer goals.
• Share insights in Monthly Impact Review meetings and collaborate with Product, Eng, Sales, and Marketing.

Skills

Enterprise account management

Technical conversations

Commercial instincts

Onboarding experience

Executive relationship management

Documentation

Job description

incident.io seeks an Enterprise Customer Success Manager to shepherd complex accounts from onboarding to org-wide adoption. You will drive seamless integration, onboard cross-functional teams, and become the trusted advisor across engineering, product, and leadership.

You will spot expansion opportunities, advocate for product improvements, and ensure long-term value delivery. Willingness to travel and engage with executives is expected.