Global VP, Customer Success — AI-Driven Growth

incident; San Francisco (CA); Hybrid; USD 260,000 - 520,000; Full time

Benefits offered by this job

Private medical insurance

Competitive PTO

First Friday off

Enhanced 401k

Equity

Unlimited AI spend

Parental leave

Setup budget $1000

Annual learning budget $500

Job summary

incident.io is seeking a VP of Customer Success to lead and scale our global post-sales function as we grow revenue. You will own the success motion across Commercial, Mid-Market, and Enterprise, reporting to the CRO and partnering with co-founders and our Field CTO.

You will architect a world-class CS organization across geographies, deploy AI-forward workflows, and drive high GRR/NRR while coaching a global team. This is a strategic, hands-on leadership role.

Qualifications

• 3rd-line or higher customer success leadership experience at a high-growth B2B software company.
• Proven track record scaling a global CS function across Americas, EMEA, and APJC.
• Deep experience building post-sales motions for technical buyer personas (CTO/CIO).
• Strong command of account health scoring, leading indicators, and churn forecasting.
• AI-forward mindset with experience deploying AI-driven orchestrations alongside CS tooling.

Responsibilities

• Own global GRR and NRR across all segments and geographies.
• Architect the full success motion: coverage models, capacity plans, playbooks, tooling.
• Build and run a world-class account health system with leading indicators and robust reporting.
• Lead, coach, and develop a global CS team as a 3rd-line leader across multiple geos.
• Be hands-on with strategic customers when it matters and lead from the front.
• Deploy AI-forward workflows to improve health scoring, productivity, and scale.

Skills

3rd-line leadership

Global CS scaling

Post-sales motion

AI-driven orchestration

Account health scoring

Geographic leadership

Job description

incident.io is seeking a VP of Customer Success to lead and scale our global post-sales function as we grow revenue. You will own the success motion across Commercial, Mid-Market, and Enterprise, reporting to the CRO and partnering with co-founders and our Field CTO.

You will architect a world-class CS organization across geographies, deploy AI-forward workflows, and drive high GRR/NRR while coaching a global team. This is a strategic, hands-on leadership role.