Strategic Customer Success Manager

Job description

A little about us incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime. The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously. We've raised $100+ million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join. The role in one line As our first EMEA Strategic Customer Success Manager, you’ll help define what strategic success looks like at incident.io , and become the trusted partner who makes us core to how the biggest enterprises run reliability. What that looks like day to day You’ll work with a small number of our largest, most complex and highest-value customers. These are established, often global and regulated enterprises, where buying decisions take time, many business units are involved, and incident management is part of a wider move away from legacy tools and processes. You’ll be their strategic partner across the full lifecycle, from early involvement in the deal with Sales through to adoption and expansion, and from the on-call engineer to the CIO and CTO. You’ll help land strategic logos with focused first contracts, then build the business case and success plan that turns them into larger deals. From there you’ll expand across the enterprise, mapping the organisation, finding champions and repeating proven wins across business units and regions. You’ll run Executive Business Reviews and connect our leadership with theirs, tying what we do to what matters to their business: operational resilience, regulatory risk, the cost of downtime, tool consolidation, MTTR reduction and incident process maturity. You’ll lead onboarding and migrations in organisations that move carefully, moving them off legacy tools and ITSM-led processes and making the change stick, including deeper adoption across Response, On-call, Status Pages and our AI capabilities. You’ll spot and reduce business, operational and reputational risk before it becomes visible, and bring Sales, Solutions Engineering, Product, Marketing and Support together around shared goals for each account, including expansion and renewals.…