About incident.io

incident.io is the leading all-in-one platform for incident management. From small bugs to major outages, incident.io helps teams respond fast, reduce downtime, and improve every time something goes wrong.

Since launching in 2021, we’ve helped 800 companies—including Netflix, Airbnb and Block—resolve over 250,000 incidents. Every month, more than 30,000 responders across Engineering, Product and Support use incident.io to fix things faster.

We’re a small team that cares deeply about pragmatism, quality, magic, and pace. We've raised $100M from Index Ventures, Insight Partners and Point Nine, alongside many angel investors who are founders and executives of world-class companies.

The Team

We’re hiring our first CSM Manager to help build and scale the foundation of Customer Success here at incident.io.

This person will lead our growing team of CSMs in London, partnering closely with Sales, Product, Marketing and RevOps to drive customer outcomes, retention, and expansion. You’ll coach a talented group of CSMs while shaping how we operate as a function bringing clarity, consistency, and structure to a fast-scaling environment.

As the first CSM Manager, you’ll play a critical role in helping translate vision into execution. You’ll help define what “great” looks like in customer management, establish scalable processes for forecasting and success measurement, and cultivate a team culture rooted in accountability, collaboration, and customer impact.

What you’ll be doing:

• Lead, coach, and develop a team of high-performing CSMs, fostering ownership and excellence across Enterprise and Commercial customers.

• Introduce structure and scalable processes for forecasting, renewals, customer health, and team performance building consistency and clarity as we scale.

• Act as a player-coach and cross-functional partner, aligning with Sales, Product, Marketing, and RevOps to ensure customer outcomes and advocacy

• Act as a key voice of the customer across the company connecting insights from the field to product direction and business strategy.

• Set a high bar for operational excellence, ensuring our team rhythms, data visibility, and communication are clear, effective, and outcome-oriented.

What you need to be successful:

• Proven experience leading or coaching CSMs or AMs in a B2B SaaS environment (ideally mid-market to enterprise).

• Demonstrated ability to build and introduce structure and process in a fast-scaling or evolving organization.

• A hands-on, “build-with” leadership style, equally comfortable setting team strategy / direction and getting into the details.

• Strong commercial acumen, with experience in renewals, forecasting, and driving measurable customer and business outcomes.

• Exceptional communication and coaching skills, thriving in ambiguity and creating clarity from zero.

What we offer:

We’re building a place where great people can do their best work—and that means looking after you and your family with benefits that support health and personal growth.

• Market leading private medical insurance

• Generous parental leave

• First Friday of the month off

• Generous annual leave/PTO allowance

• Competitive salary and equity

• Remote working and personal development budget

• Enhanced pension/401k

Compensation Range: £95K - £130K