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Enterprise Customer Success Manager

incident.io· Customer Success
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Hybrid (London)£115k - £150kFull-timePosted 11mo ago

About the role

Enterprise CSM responsible for taking complex enterprise accounts from onboarding to org-wide standard adoption, driving adoption, expansion, and advocating for product improvements.

Responsibilities

  • Leading seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to incident.io while delivering in-depth training to maximize platform adoption and value.
  • Building and maintaining strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor.
  • Proactively addressing customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary.
  • Identifying and driving expansion opportunities, including upsells and cross-sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io.
  • Championing the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales, and Marketing teams to drive alignment and success.

Qualifications

  • You've carried a book of enterprise accounts, the kind where you know the org chart, the politics and the three teams who haven't adopted yet, not just the person who signed.
  • You've sold to, or supported, technical people, whether that's engineering teams, on-call rotations or developer tools. You can hold your own in a technical conversation without needing to escalate every one of them.
  • You've got commercial instincts. You spot the account that's about to double, you know what a risk signal looks like early, and you know when to pull your AE in.
  • You've run onboarding for organisations where adoption had to be won team by team, and you've got the scar tissue to prove it.
  • You know what enterprise CS looks like when it's done well. Exec relationships that survive a bad quarter, reviews people actually want to attend, AI-assisted workflows that give you back time.
  • Half-built process doesn't rattle you. You'd rather fix the documentation than complain about it.
  • You actually like being in a room with customers, and you'll get on a plane for the right one.

Skills

Required:Enterprise account managementTechnical stakeholder communicationOnboarding and adoption strategy

Benefits

  • 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: £1000 to invest in your setup, £500 a year to invest in yourself.
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About incident.io

The all-in-one AI platform for on-call, incident response, and status pages—built for fast-moving teams.

incident.io is an all-in-one incident management platform unifying on-call scheduling, real-time incident response, and integrated status pages – helping teams resolve issues faster and reduce downtime.

incident managementincident responsestatus pageson-callAI
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