VP of Customer Success

📋 Description

• • Lead and scale the global Customer Success function for Incident.io, driving retention, expansion, and forecasting accuracy across Commercial, Mid-Market, and Enterprise segments in Americas, EMEA, and APJC.
• • Architect and own the end-to-end customer success motion, including segment-specific coverage models, capacity planning, playbooks, and tooling tailored to evolving customer base dynamics.
• • Build and operate a world-class account health system that defines leading indicators, triggers for intervention, and reporting infrastructure to proactively identify and mitigate churn and contraction risks.
• • Manage and develop a global Customer Success team as a third-line leader, overseeing first- and second-line managers across multiple geographies and ensuring consistent coaching, performance, and cultural alignment.
• • Engage directly with strategic enterprise customers during critical moments, earning trust through hands-on involvement and deep technical understanding of buyers in Engineering, SRE, and Infrastructure teams.
• • Deploy AI-forward workflows by integrating AI-driven orchestrations with traditional CS tooling to enhance team productivity, automate health scoring, and improve scale without sacrificing personalization.
• • Own global Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics, accountable for delivering best-in-class outcomes at scale under hundreds of millions of ARR.
• • Collaborate closely with the Chief Revenue Officer, co-founders, and Field CTO to align Customer Success strategy with technical buyer needs and GTM objectives.
• • Design and implement scalable post-sales motions for three distinct customer segments: low-touch Commercial/SMB driven by automation and product signals; mid-touch Mid-Market/Digital Native for fast-growing technical companies; and high-touch Enterprise/Strategic Enterprise requiring executive alignment and business impact.
• • Ensure all customer success initiatives are optimized for technical buyers in CTO and CIO orgs, with deep understanding of their workflows, pain points, and success criteria.
• • Continuously evolve the Customer Success organization’s structure, culture, and operational rigor to match the pace of a high-growth B2B SaaS company scaling from $XXM to $XXXM ARR.
• • Drive adoption of AI tools across the CS team, leveraging automation to increase efficiency while maintaining high-touch engagement where it matters most.
• • Establish metrics-driven accountability for customer outcomes, ensuring the GTM team is consistently informed, aligned, and proactive in managing customer health.
• • Serve as a key member of the GTM leadership team, shaping go-to-market strategy with direct influence on product, sales, and engineering priorities through customer insights.