incident.io is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability. We bring together on-call, incident response, AI SRE, and status pages in a single platform, giving teams everything they need to respond quickly, reduce downtime, and keep customers in the loop.
Since launching in 2021, we’ve helped over 1,500 companies, including Netflix, Airbnb, and Block, run more than 500,000 incidents. Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io to restore services faster, stay aligned under pressure, and focus on building what matters.
We’re a fast-growing, highly ambitious team that cares deeply about our customers, product quality, and making it magic. We’ve raised $100M from Index Ventures, Insight Partners, and Point Nine, alongside founders and executives from world-class technology companies.
The TeamOur Customer Success Organization is central to incident.io, expertly understanding customer challenges and delivering impactful Incident Management solutions.
We take a customer-led product approach, working closely with our Product team to address each customer's unique needs. We aim to delight customers at every stage, fostering long-term relationships built on trust and mutual growth.
The Expansion Account Management team drives customer success and revenue growth through a scaled, data-driven model. Managing our high-volume Commercial base, they use automation, insights, and one-to-many strategies to drive adoption, retention, and expansion. Through strategic thinking and proactive outreach, they uncover growth opportunities, enhance efficiency, and ensure customers realize the full value of incident.io.
What you’ll be doing:Manage a portfolio of scaled customers guiding them through various post-sales stages to ensure they achieve their goals with incident.io. You thrive on understanding technical products and educating customers on their potential value.
Drive adoption and expansion using scalable, one-to-many engagement tactics. You’ll ensure customers see tangible outcomes and value is maximized across entire engineering organizations.
Identify and capitalize on upsell and cross-sell opportunities by introducing additional relevant features, products, or services that align with evolving customer needs and drive mutual growth.
Own strategic post-sales activities for your customers by combining product expertise, strategic planning, and project management to deliver a seamless and valuable customer experience.
Proactively identify and mitigate churn risks, working closely with the broader GTM team to address challenges before they become roadblocks to long-term success.
Proven experience managing multiple customer relationships in a Customer Success, Account Management, or similar role within a SaaS environment.
A strong track record of driving adoption, retention, and expansion through customer-centric strategies.
Demonstrated success in identifying upsell or cross-sell opportunities and contributing to revenue growth.
Excellent time management, prioritization, and project management skills to handle a scaled customer portfolio effectively.
Strong communication and interpersonal skills with a talent for building rapport and trust quickly.
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.
Skills Required
- Proven experience managing multiple customer relationships in a Customer Success, Account Management, or similar role within a SaaS environment
- Strong track record of driving adoption, retention, and expansion through customer-centric strategies
- Demonstrated success in identifying upsell or cross-sell opportunities and contributing to revenue growth
- Excellent time management, prioritization, and project management skills to handle a scaled customer portfolio effectively
- Strong communication and interpersonal skills with a talent for building rapport and trust quickly
What We Do
Think about the last time you had an outage. Was it calm, collected and organised? Or chaotic, Slack channels ablaze, questions flying in from all directions in 5 different threads? We’ve been there, and we know it doesn’t have to be this way. We’re building a single way for your entire company to respond, review and learn when things go wrong, big or small. A product that everyone loves using, and which helps them solve any type of incident, at any scale.
Why Work With Us
We’ve been building products and teams for years, and while we don’t have all the answers, we’ve done this before, learned from our mistakes and are deliberately building the company we’ve always wanted to work at. To do that, our hiring philosophy is pretty simple: find smart, product-minded, kind people, and trust them.
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