incident - Commercial Customer Success Manager
Requirements
• Proven experience in Customer Success, Account Management, or a similar role managing SMB or Mid-Market SaaS customers • Exceptional relationship-building and communication skills, with the ability to support many customers while delivering thoughtful, personalized value • Strategic and analytical mindset: able to connect customer outcomes to business impact, recognize signals of risk or expansion, and balance deep engagement with scalable solutions through systems, tooling, or process • Motivation and ability to thrive in a fast-paced, early-stage environment where you can operate autonomously, adapt to shifting priorities, and build the playbook as you go • Comfort collaborating across functions to align on goals, solve problems, and deliver a consistent customer experience
Responsibilities
• Lead onboarding and adoption for a high-volume portfolio of Commercial customers, using a blend of 1:1 engagement and scalable programs to maximize time to value • Act as a trusted advisor by helping customers navigate product usage, troubleshoot issues, and align on outcomes that matter most to their teams • Identify and address risks or blockers early, advocating for retention and product expansion through data-backed insights and proactive outreach • Collaborate cross-functionally with Product, Engineering, Sales, Marketing and Support to champion the voice of the Commercial customer internally • Scale success efficiently by refining playbooks, automating repeatable tasks, and contributing to content and tooling that drive customer outcomes
Benefits
• London£65K – £97K • Offers Equity • Offers Commission • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • To ensure that candidates apply for the most relevant roles for their skill, we have set up application limits. • The following limits apply to all roles at incident.io • You can apply for up to 3 positions within a 60-day window. • If a role isn't the right fit, we ask that you wait 90 days before reapplying for the same position. • or drag and drop here • We love spending as much time with our colleagues as possible. Therefore we ask that you can commit to 3 days in the office per week. We are flexible as to what days you choose to work from home. • Do you agree to allow incident.io to contact you about job opportunities for up to 2 years? • Recruiting Privacy Policy
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT