75K–100K GBP / year
Commercial Customer Success Manager
Customer successOn-site — London
Published on 2026-10-04
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About this role
The Commercial Customer Success Manager will partner with mid-market engineering teams to onboard and expand their usage of incident.io's software reliability platform. This role involves managing a portfolio of commercial customers, focusing on customer satisfaction, growth opportunities, and delivering solutions to complex challenges. You'll work closely with product and engineering teams to ensure customer needs are met effectively.
About the company
incident.io is an incident management platform that helps engineering teams declare, coordinate, and learn from production incidents with structured workflows and tooling.
The team
Customer Success
What you'll do
- Onboard and embed mid-market customers
- Expand customer usage and maturity of incident management
- Provide 1:1 support and scalable training programs
- Identify expansion and upsell opportunities
- Serve as the voice of the customer within the company
What we're looking for
- Experience managing 40 to 100+ accounts
- Ability to engage with technical teams
- Strong commercial instincts
- Familiarity with scaled Customer Success methodologies
Benefits
- Private medical insurance
- Competitive annual leave
- First Friday of every month off
- Enhanced pension contributions
- Meaningful equity options
- Unlimited AI spend
- Generous parental leave
- Personal investment budgets