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Strategic Customer Success Manager

incident.io· Customer Success
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LondonFull-timePosted 4d ago

About the role

First EMEA Strategic Customer Success Manager at incident.io, responsible for defining strategic success, expanding relationships with large enterprise customers, and shaping the CS playbook for the EMEA region.

Responsibilities

  • Work with a small number of our largest, most complex, high-value customers (enterprise, global, regulated).
  • Act as the strategic partner across the full lifecycle from deal involvement with Sales to adoption and expansion, spanning on-call to CIO/CTO.
  • Land strategic logos with focused first contracts, build business cases and success plans to drive larger deals.
  • Expand within enterprises: map organisations, identify champions, replicate wins across units and regions.
  • Run Executive Business Reviews and connect incident.io leadership with customer leadership to tie outcomes to business value (operational resilience, regulatory risk, downtime costs, tool consolidation, MTTR, incident process maturity).
  • Lead onboarding and migrations away from legacy tools/ITSM processes, driving adoption across Response, On-call, Status Pages and AI capabilities.
  • Identify and mitigate business, operational, and reputational risk; align Sales, Solutions Engineering, Product, Marketing and Support around shared goals (including expansion and renewals).
  • Collaborate with Product and Engineering on roadmap and partnerships; help define strategic CS playbook and develop peers as the segment grows.

Qualifications

  • Significant experience in Customer Success, Account Management or Technical Account Management with strategic or Fortune 500-scale enterprise SaaS accounts (financial services, insurance, pharma, retail, private equity are ideal).
  • Proven ability to drive adoption, retention and expansion in large, complex accounts with many stakeholders.
  • Experience landing pilots or single units and growing to multi-BU footprints over long sales cycles.
  • Comfort navigating procurement, security, legal and change management in slow-moving organisations.
  • Confident with senior technical executives, experienced in EBRs and strategic planning, as well as deep engagement with SREs and platform engineers.
  • Technical fluency in modern engineering organisations, on-call, incident response, SRE practices, and observability/DevOps ecosystem; ability to translate technical concepts for business stakeholders.
  • Strong commercial judgement; collaborates effectively with Sales on renewals and expansion; proactive in addressing customer challenges.
  • Autonomous, comfortable with ambiguity, and excited to define the role rather than just fill it.

Skills

Required:Strategic account managementExecutive stakeholder managementChange management and procurement navigationOnboarding and migration leadershipTechnical fluency in incident management / SRE / observability

Benefits

  • Private medical insurance
  • Competitive annual leave
  • First Friday of every month off
  • Enhanced pension
  • Meaningful equity
  • Unlimited AI spend for all employees
  • Generous parental leave
  • Two budgets: £1000 for setup and £500/year for personal investment
Last updated Oct 21, 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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