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Commercial Customer Success Manager

incident.io· Customer Success
Apply on company site
London£85k - £118kFull-timePosted 5mo ago

About the role

Commercial CSM responsible for onboarding, embedding and expanding usage among mid-market engineering teams (70–80 Commercial customers, mostly under 1,000 people, $30k–$150k ARR), owning onboarding/adoption, identifying expansion opportunities, and shaping the commercial customer journey in collaboration with Sales, Product, and Engineering.

Responsibilities

  • Onboard and adopt customers on the top-tier plan for mid-market accounts.
  • Lead 1:1 and scalable programs (best-practice sessions, end-user training, partnership and roadmap reviews) to drive value quickly.
  • Manage a subset of smaller customers in a low-touch capacity using usage data to spot risk and opportunities.
  • Proactively identify expansion and upsell opportunities; partner with Sales and Expansion Account Managers to grow revenue within accounts.
  • Be the voice of Commercial customers with Product, Engineering, Sales, Marketing and Support.
  • Help refine playbooks, automate repeatable processes, and build tooling/content to scale the portfolio; contribute to AI-forward approaches in customer journey.
  • Navigate customers through the product, resolve problems, and keep teams focused on outcomes.

Qualifications

  • Experience managing a book of 40 to 100+ accounts.
  • Experience selling to or supporting technical stakeholders (engineering teams, on-call rotations, developer tools).
  • Strong commercial instincts for renewals, growth signals, and upsell opportunities.
  • Understanding of scaled CS concepts (playbooks, one-to-many programs, AI-assisted workflows).
  • Comfort with imperfect processes and improving documentation.
  • Willingness to travel to in-person customer engagements.

Skills

Required:Account managementTechnical conversation

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: £1000 for setup, £500 per year for personal development
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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