---
title: 'Enterprise Customer Success Manager at incident.io'
canonical: 'https://feeny.ai/job/enterprise-customer-success-manager-incident-io-london-s0ejpjwnhw7n'
type: 'job'
last_seen: '2026-10-14'
---

# Enterprise Customer Success Manager at incident.io

- **Company:** incident.io
- **Location:** London, United Kingdom
- **Compensation:** £115k–£150k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-04
- **Last confirmed live:** 2026-10-14
- **Apply:** https://jobs.ashbyhq.com/incident/c2607ea8-d36f-42cc-8ebf-52b8fd9c45c4

## Job description

A little about us [incident.io](http://incident.io) is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime. 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. We've raised $100+ million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.

## The role in one line

As an Enterprise CSM you take some of our most complex accounts from first team to org-wide standard: scaling adoption, embedding best practice, and maturing their operational maturity - so the platform delivers value for years, not just at renewal. What that looks like day to day

- Leading seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to [incident.io](http://incident.io) while delivering in-depth training to maximize 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](http://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.

## Who you are

- You've carried a book of enterprise accounts, the kind where you know the org chart, the politics and the three teams who haven't adopted yet, not just the person who signed.
- You've sold to, or supported, technical people, whether that's engineering teams, on-call rotations or developer tools. You can hold your own in a technical conversation without needing to escalate every one of them.
- You've got commercial instincts. You spot the account that's about to double, you know what a risk signal looks like early, and you know when to pull your AE in.
- You've run onboarding for organisations where adoption had to be won team by team, and you've got the scar tissue to prove it.
- You know what enterprise CS looks like when it's done well. Exec relationships that survive a bad quarter, reviews people actually want to attend, AI-assisted workflows that give you back time. You don't need to have built all of it, but you've got opinions on what you'd do differently.
- Half-built process doesn't rattle you. You'd rather fix the documentation than complain about it.
- You actually like being in a room with customers, and you'll get on a plane for the right one.

Supporting you We work hard and we think life outside work matters just as much. Our benefits pack is built to support both.

- Private medical insurance. Seriously good cover — we want you and the people you love to be looked after.
- Competitive annual leave. Showing up at your best requires switching off, and we make sure you have time to do that.
- First Friday of every month off. Yes, seriously.
- Enhanced pension. We put real money in, because future-you deserves better than an afterthought.
- Meaningful equity. We're rapidly scaling, and everyone who helps shape the outcome should share in it.
- Unlimited AI spend. For everyone, not just engineers. We're all-in on AI across the company, and we expect you to be too.
- Generous parental leave. The early days with a new baby matter more than anything we're doing here, and we want you to be present for them.
- Two budgets that have your back. £1000 to invest in your setup, £500 a year to invest in yourself.

## About incident.io

## Company Overview
- **One-liner**: incident.io provides an all-in-one AI-powered incident management platform that helps fast-moving teams respond to outages, coordinate on-call, and keep customers informed.
- **Entity Type**: Private (Series B, raised $62M at ~$400M valuation)
- **Headquarters**: London, UK (with offices in San Francisco and New York)
- **Founded**: 2021
- **Founders**: Stephen Whitworth (CEO), Pete Hamilton (CTO), Chris Evans (CPO)

## Core Business
- **Primary industry**: Incident management / IT operations / DevOps
- **Target customers**: B2B, primarily mid-market to enterprise (organisations of 200+ users), including engineering, product, support, and increasingly security teams
- **Mission**: “Move fast when you break things” — empower teams to respond quickly, coordinate clearly, and get better each time something breaks

## Products & Services
- **Response**: End-to-end incident lifecycle management, deeply integrated with Slack and Microsoft Teams, with AI-powered workflows to accelerate resolution
- **On-call**: Modern on-call scheduling with noise reduction, designed for humans — competes directly with PagerDuty (used by 70% of customers)
- **Status Pages**: Automated, transparent status updates to keep customers informed during incidents
- **Investigations**: AI-driven root cause analysis that surfaces failing PRs and suggests fixes, often before the responder has opened their laptop
- **AI Copilot**: Summarises incident calls, queries monitoring tools like Datadog, and generates action items

## Market Standing
- **Valuation**: ~$400 million (Series B, April 2025) — [TechCrunch](https://techcrunch.com/2025/04/10/incident-io-raises-62m-at-a-400m-valuation-to-help-it-teams-move-fast-when-things-break/)
- **Key Metric**: Total funding $96M; annual revenue not disclosed, but customer base tripled in the last 12 months
- **Notable Investors/Partners**: Insight Partners (Series B lead), Index Ventures, Point Nine Capital
- **Growth Signals**: 190 employees across London, SF, and NY; over 1,000 customers including Netflix, Airbnb, Block, Linear, Ramp, and Etsy; 250,000 incidents managed since founding; 75% of new customers are U.S.-based — [incident.io/careers](https://incident.io/careers), [TechCrunch](https://techcrunch.com/2025/04/10/incident-io-raises-62m-at-a-400m-valuation-to-help-it-teams-move-fast-when-things-break/)

## Competitive Advantages
- **All-in-one platform**: Combines on-call, response, status pages, and AI investigation — reducing tool fragmentation that plagues incident management
- **AI-first, pragmatically**: Uses AI where it genuinely adds value (investigation, summarisation, root cause analysis) rather than for hype — [incident.io/blog/incident-io-behind-the-curtain](https://incident.io/blog/incident-io-behind-the-curtain)
- **Office-first culture**: High-bandwidth collaboration and pace, attracting talent who thrive in an in-person environment
- **PagerDuty Rescue Program**: Aggressive migration offering (white-glove migration, contract buyout) to capture market share — [incident.io](https://incident.io/)
- **Strong product-led growth**: Engineers love the product, driving organic adoption

## Strategic Focus
- Deepen AI capabilities for incident investigation and remediation (moving toward autonomous fixes)
- Expand into security incident response (already seeing adoption from security teams)
- Grow U.S. market presence through sales and marketing
- Continue to build out the platform to cover the full incident lifecycle

## Why Work Here
- **Culture**: High trust, high standards, fast execution. Values: *Make it magic*, *Find a way*, *Raise the pace*, *Trust by default*, *Win together* — [incident.io/careers](https://incident.io/careers)
- **Work environment**: Office-first in London (4–5 days/week expected, with occasional remote weeks); offices in SF and NY. Not a remote-first company — [incident.io/blog/incident-io-behind-the-curtain](https://incident.io/blog/incident-io-behind-the-curtain)
- **Engineering culture**: 1–3 week projects, broad product surface area, written alignment (scopes, design docs, thorough commit messages), AI used where it genuinely helps
- **Growth**: Well-funded, fast-growing, strong market position — career-defining problems and a wildly talented team
- **Perks**: Not explicitly listed, but emphasis on sane work-life balance, autonomy, and working on a product customers genuinely love

## Sources
1. [incident.io/careers](https://incident.io/careers)
2. [incident.io](https://incident.io/)
3. [LinkedIn](https://www.linkedin.com/company/incident-io)
4. [incident.io/blog/incident-io-behind-the-curtain](https://incident.io/blog/incident-io-behind-the-curtain)
5. [TechCrunch](https://techcrunch.com/2025/04/10/incident-io-raises-62m-at-a-400m-valuation-to-help-it-teams-move-fast-when-things-break/)

## Other roles at incident.io

- [GTM Talent Partner](https://feeny.ai/job/gtm-talent-partner-incident-io-london-sn8gmv7sgykb) — London, United Kingdom
- [Account Executive](https://feeny.ai/job/account-executive-incident-io-new-york-6tnwfsz7cr2y) — New York, NY
- [Account Executive](https://feeny.ai/job/account-executive-incident-io-san-francisco-a762xtjkmeqy) — San Francisco, CA
- [Customer Success Engineer](https://feeny.ai/job/customer-success-engineer-incident-io-london-6kj1w1f72ezs) — London, United Kingdom
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-incident-io-london-kfc1bgjex9k3) — London, United Kingdom
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-incident-io-new-york-7277zz6mzvnc) — New York, NY
- [VP of Sales, EMEA](https://feeny.ai/job/vp-of-sales-emea-incident-io-london-2eghnw2eanwk) — London, United Kingdom
- [Entry-Level Business Development Representative (BDR) 2027 Cohort](https://feeny.ai/job/entry-level-business-development-representative-bdr-2027-cohort-incident-io-san-5evq0jcd4002) — San Francisco, CA
- [Commercial Customer Success Manager](https://feeny.ai/job/commercial-customer-success-manager-incident-io-london-dk5n2we14h6x) — London, United Kingdom
- [Enterprise Account Executive](https://feeny.ai/job/enterprise-account-executive-incident-io-san-francisco-hyasmrgg9x4z) — San Francisco, CA