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incident.io is an AI-powered software reliability platform used by Netflix, Etsy, and 2,000+ companies to manage incidents and prevent downtime. The company has raised $100+ million from Index Ventures, Insight Partners, and Point Nine and is in Series B growth.
As the first EMEA Strategic Customer Success Manager, you will be the trusted strategic partner for incident.io's largest, most complex, and highest-value enterprise customers. You'll work with established, often global and regulated enterprises where buying decisions involve multiple business units and incident management is part of a broader digital transformation away from legacy tools.
Your responsibilities include:
- Managing the full customer lifecycle from early sales involvement through adoption, expansion, and renewal with a small portfolio of strategic accounts
- Landing strategic logos with focused initial contracts, then building business cases and success plans to expand into larger deals
- Expanding across enterprises by mapping organizational structures, identifying champions, and replicating wins across business units and regions
- Running Executive Business Reviews and connecting incident.io leadership with customer C-suite (CIO, CTO) to align on operational resilience, regulatory risk, downtime costs, tool consolidation, MTTR reduction, and incident process maturity
- Leading onboarding and migrations for organizations transitioning from legacy tools and ITSM-led processes, driving adoption across Response, On-call, Status Pages, and AI capabilities
- Identifying and mitigating business, operational, and reputational risks before they escalate
- Coordinating cross-functional teams (Sales, Solutions Engineering, Product, Marketing, Support) around shared account goals
- Partnering directly with Product and Engineering on roadmap and design initiatives
- Defining the strategic Customer Success playbook as the first EMEA CSM and third on the team globally, supporting high-stakes deals and developing peers as the segment scales
You will be autonomous, comfortable with ambiguity, and excited to shape the role rather than simply step into a defined position.
REQUIREMENTS:
- Significant experience in Customer Success, Account Management, or Technical Account Management managing strategic or Fortune 500-scale accounts in enterprise SaaS
- Background in traditional enterprises (financial services, insurance, pharma, retail, private equity) preferred
- Experience with developer tooling, observability, or incident management is a plus
- Proven track record driving adoption, retention, and expansion in large, complex accounts with multiple stakeholders
- Ability to land small and grow large, turning pilots or single business units into multi-BU footprints over long sales cycles
- Comfort navigating procurement, security, legal, and change management in slow-moving organizations
- Confidence engaging with senior technical executives, running EBRs and strategic planning sessions, and working hands-on with SREs and platform engineers
- Technical fluency in modern engineering organizations, on-call practices, incident response, SRE practices, and the observability and DevOps ecosystem; ability to translate technical concepts for business stakeholders
- Strong commercial judgment, ability to partner effectively with Sales on renewals and expansion, and proactive approach to identifying and addressing customer challenges
- Autonomous working style and comfort with ambiguity
