This range is provided by incident.io. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
About Incident.io
incident.io is the leading all‑in‑one platform for incident management. From small bugs to major outages, incident.io helps teams respond fast, reduce downtime, and improve every time something goes wrong. Since launching in 2021, we’ve helped 800 companies—including Netflix, Airbnb and Block—resolve over 250,000 incidents. Every month, more than 30,000 responders across Engineering, Product and Support use incident.io to fix things faster. We’re a small team that cares deeply about pragmatism, quality, magic, and pace. We’ve raised $100M from Index Ventures, Insight Partners and Point Nine, alongside many angel investors who are founders and executives of world‑class companies.
Base pay range
£100K - £120K
What You’ll Be Doing
* Leading seamless onboarding and integration for net‑new enterprise customers, ensuring a smooth transition to incident.io while delivering in‑depth training to maximise platform adoption and value.
* Building and maintaining strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor. You’ll regularly engage with customers to understand their evolving needs and provide tailored, impactful solutions.
* Proactively addressing customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary.
* Identifying and driving expansion opportunities, including upsells and cross‑sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io.
* Championing the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales and Marketing teams to drive alignment and success.
What Experience You Need To Be Successful
* Ample experience in Customer Success, Account Management or a related role with enterprise SaaS customers, with a proven track record of driving adoption, retention and growth in large, complex accounts.
* Exceptional relationship‑building and communication skills, with the ability to engage stakeholders at all levels.
* Experienced in partnering / collaborating with Product, Engineering and Sales teams to align on customer needs, simplify technical details, debug issues, and identify opportunities.
* Strong problem‑solving and strategic thinking skills with a proactive approach to addressing customer challenges and delivering results making their experience with incident.io magic.
* Desire to work in a fast‑paced start‑up environment where things can be ambiguous and you need to operate with autonomy.
What We Offer
* Market‑leading private medical insurance
* Generous parental leave
* First Friday of the month off
* Generous annual leave / PTO allowance
* Competitive salary and equity
* Remote working and personal development budget
* Enhanced pension / 401k
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Software Development
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