Incident

Incident

VP of Customer Success

San Francisco · Vp

Sponsorship not specifiedDetected 19 days ago
Incident ResponseForecastingCustomer SuccessLeadership

About the role

  • Since launching in 2021, we've helped over 2,000 companies, including OpenAI, Netflix, and Airbnb, run more than 1 million incidents.
  • 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.

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.
  • Lead, coach, and develop a global CS team as a 3rd-line leader managing first- and second-line managers across multiple geos.
  • Deep experience building and running post-sales motions for technical buyer personas in the CTO's and/or CIO's org.
  • AI-forward mindset with direct experience deploying AI-driven orchestrations alongside traditional CS tooling to drive team efficiency and productivity.

Compensation

  • Competitive annual leave. Showing up at your best requires switching off, and we make sure you have time to do that.

Benefits

  • 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.
  • 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.
  • Strong command of account health scoring, leading indicators, and churn/contraction forecasting.
  • Private medical insurance.
  • Competitive annual leave.
  • Enhanced pension.
  • Meaningful equity.
  • Generous parental leave.
  • 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.
  • Our benefits pack is built to support both.

Company info

  • incident.io http://incident.io is the leading AI incident response platform, relied on by some of the best engineering teams in the world when things go wrong.
  • We've raised $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast.
  • There's never been a better time to join.
  • customer success at incident.io http://incident.io isn't a coordination function, it's a core revenue driver, and we need a leader who treats it that way.
  • You'll own the success motion globally across our Commercial, Mid-Market, and Enterprise segments, and across Americas, EMEA, and APJC, sitting on the GTM leadership team and reporting directly into the CRO, with close partnership with the co-founders and our Field CTO given how technically oriented our buyer and customer base is.
  • Our CS org three motions: a scaled, low-touch Commercial/SMB motion built on automation and product-led signals; a mid-touch Mid-Market/Digital Native motion for high-growth technical companies moving fast; and a high-touch, relationship-led Enterprise/Strategic Enterprise motion requiring executive alignment and deep business impact POV building.
  • Across all three, we serve deeply technical buyers - engineers, SREs, and infrastructure teams in the CTO's and CIO's orgs - so we need a leader who wants to architect and operate a world-class success function at pace (coverage models, playbooks, tooling, team structure, culture) rather than inherit a steady-state org, and who is comfortable being hands-on, in the details, and leading from the front.
Apply directly at Incident →Create a free account for alerts like thisView Incident immigration profile

This listing is sourced directly from Incident's careers page and normalized into a canonical job model.