VP of Customer Success

incident.io; San Francisco (CA); On-site; USD 150,000 - 200,000; 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 for setup and personal investment

Job summary

incident.io is seeking a VP of Customer Success to own global retention and expansion strategies. The role involves managing metrics and developing a world-class account health system while leading a global team.

The ideal candidate will have extensive customer success leadership experience in a high-growth B2B environment. Competitive benefits include private medical insurance, generous leave policies, and meaningful equity opportunities.

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 multiple customer segments.
• Deep experience building post-sales motions for technical buyer personas.

Responsibilities

• Own global GRR and NRR across all segments and geographies.
• Architect the full success motion with coverage models and capacity plans.
• Build and run a world-class account health system.

Skills

Customer success leadership experience

Account health scoring

AI-driven orchestrations

Forecasting metrics

Job description

VP of Customer Success

What you’ll be doing:

• Own global GRR and NRR across all segments and geographies, accountable for retention, expansion, and forecasting accuracy, and build the infrastructure to predict and influence those outcomes before they materialize.

• Architect the full success motion: segment-specific coverage models, capacity plans, playbooks, and tooling, all built to evolve with the shape and mix of our customer base as we grow.

• Build and run a world-class account health system, defining the leading indicators we track, the signals we act on, and the reporting infrastructure that keeps the GTM team informed and ahead of risk.

• Lead, coach, and develop a global CS team as a 3rd-line leader managing first- and second-line managers across multiple geos.

• Be hands-on and in the details: engage directly with strategic customers when it matters and lead from the front. Our customers are technical and demanding, and the best CS leaders at incident.io earn their trust firsthand.

• Deploy AI-forward workflows, architecting how we use AI and automation alongside traditional CS tooling, from health scoring to productivity and scale tooling for the team.

What you need to be successful:

• Based in San Francisco or New York City, with willingness to travel across Americas, EMEA, and APJC.

• 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, across multiple customer segments simultaneously.

• Deep experience building and running post-sales motions for technical buyer personas in the CTO's and/or CIO's org.

• Strong command of account health scoring, leading indicators, and churn/contraction forecasting.

• Track record delivering best-in-class GRR and NRR metrics at scale (hundreds of millions of ARR under management).

• AI-forward mindset with direct experience deploying AI-driven orchestrations alongside traditional CS tooling to drive team efficiency and productivity.

Supporting you

• 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 pounds to invest in your setup, 500 pounds a year to invest in yourself.