VP of Customer Success

A LITTLE ABOUT US

incident.io http://incident.io is the leading AI incident response platform, relied on by some of the best engineering teams in the world when things go wrong.

Since launching in 2021, we've helped over 2,000 companies, including OpenAI, Netflix, and Airbnb, run more than 1 million incidents.

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 $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.

 

THE TEAM

We're hiring a VP of Customer Success to lead and scale our global post-sales function as we grow from $XXM ARR to $XXXM and beyond. This is a defining hire for the company: customer success at incident.io http://incident.io isn't a coordination function, it's a core revenue driver, and we need a leader who treats it that way. You'll own the success motion globally across our Commercial, Mid-Market, and Enterprise segments, and across Americas, EMEA, and APJC, sitting on the GTM leadership team and reporting directly into the CRO, with close partnership with the co-founders and our Field CTO given how technically oriented our buyer and customer base is.

Our CS org three motions: a scaled, low-touch Commercial/SMB motion built on automation and product-led signals; a mid-touch Mid-Market/Digital Native motion for high-growth technical companies moving fast; and a high-touch, relationship-led Enterprise/Strategic Enterprise motion requiring executive alignment and deep business impact POV building. Across all three, we serve deeply technical buyers — engineers, SREs, and infrastructure teams in the CTO's and CIO's orgs — so we need a leader who wants to architect and operate a world-class success function at pace (coverage models, play...