Strategic Customer Success Manager
Overview
incident.io is an AI software reliability platform backed by investors including Index Ventures, Insight Partners, and Point Nine. The organisation is seeking a Strategic Customer Success Manager to join the team in London, United Kingdom. As the first EMEA Strategic Customer Success Manager, the successful candidate will help shape strategic success at the organisation and act as a trusted partner to large enterprises managing reliability.
What you get
The position offers a full-time contract based in London, United Kingdom, with visa sponsorship potentially available for suitable candidates. Employees receive benefits including private medical insurance, competitive annual leave, the first Friday of every month off, an enhanced pension, and meaningful equity. Additional provisions include unlimited AI spend, generous parental leave, a £1000 budget for workstation setup, and a £500 annual budget for personal professional investment.
Requirements
Applicants must have significant experience in Customer Success, Account Management, or Technical Account Management handling strategic or Fortune 500-scale accounts within enterprise SaaS. Experience working with traditional enterprises such as financial services, insurance, pharma, retail, or private equity is ideal, while developer tooling, observability, or incident management background is considered a plus. Candidates need a proven track record of driving adoption, retention, and expansion in complex accounts with multiple stakeholders, along with the ability to navigate procurement, security, legal, and change management processes.
Candidates must demonstrate confidence interacting with senior technical executives and conducting executive business reviews, alongside the capability to engage technically with SREs and platform engineers. Technical fluency in modern engineering organisations, on-call systems, incident response, SRE practices, and the observability and DevOps ecosystem is required. Furthermore, applicants should possess strong commercial judgement, autonomy, and comfort working with ambiguity to help define the role.