VP of Customer Success

VP of Customer Success

What you’ll be doing:

• Own global GRR and NRR across all segments and geographies , accountable for retention, expansion, and forecasting accuracy, and build the infrastructure to predict and influence those outcomes before they materialize.

• Architect the full success motion : segment-specific coverage models, capacity plans, playbooks, and tooling, all built to evolve with the shape and mix of our customer base as we grow.

• Build and run a world-class account health system , defining the leading indicators we track, the signals we act on, and the reporting infrastructure that keeps the GTM team informed and ahead of risk.

• Lead, coach, and develop a global CS team as a 3rd-line leader managing first- and second-line managers across multiple geos.

• Be hands-on and in the details : engage directly with strategic customers when it matters and lead from the front. Our customers are technical and demanding, and the best CS leaders at incident.io earn their trust firsthand.

• Deploy AI-forward workflows , architecting how we use AI and automation alongside traditional CS tooling, from health scoring to productivity and scale tooling for the team.

What you need to be successful:

• Based in San Francisco or New York City , with willingness to travel across Americas, EMEA, and APJC.

• 3rd-line or higher customer success leadership experience at a high-growth B2B software company.

• Proven track record scaling a global CS function across Americas, EMEA, and APJC, across multiple customer segments simultaneously.

• Deep experience building and running post-sales motions for technical buyer personas in the CTO's and/or CIO's org.

• Strong command of account health scoring , leading indicators, and churn/contraction forecasting.

• Track record delivering best-in-class GRR and NRR metrics at scale (hundreds of millions of ARR under management).

• AI-forward mindset with direct experience deploying AI-driven orchestrations alongside traditional CS tooling to drive team efficiency and productivity.

Supporting you

• 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 pounds to invest in your setup, 500 pounds a year to invest in yourself.