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VP of Customer Success

incident.io· Customer Success
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Hybrid (San Francisco), Hybrid (New York)$250k - $300k + equity + bonusFull-timePosted 3mo ago

About the role

VP of Customer Success to lead and scale the global post-sales function, owning global GRR/NRR, architecting the full CS motion, building an account health system, and leading a global CS team across geographies and segments. Role combines strategic design with hands-on execution and AI-forward workflows in a high-growth B2B software environment.

Responsibilities

  • 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.
  • 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.

Qualifications

  • 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.

Skills

Required:Global CS leadershipGRR/NRR managementPost-sales motion designAI-forward CS tooling

Benefits

  • Market-leading private medical insurance.
  • Competitive PTO.
  • First Friday of every month off.
  • Enhanced 401k.
  • 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.

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