incident.io
VP of Customer Success
$250K–$300K
San Francisco +1 · Hybrid · Director · Full-time · Posted Jul 2, 2026
- Location
- San Francisco
New York - Experience
- Third-line-or-higher Customer Success leadership experience; no years specified.
About the job
Leads and scales incident.io’s global Customer Success function, owning retention and expansion while building segment-specific post-sales motions and AI-enabled workflows.
What you'll do
- Own global GRR and NRR, including retention, expansion, and forecasting accuracy.
- Design customer coverage models, capacity plans, playbooks, tooling, and account-health systems across segments and regions.
- Lead and develop a global CS team, while engaging directly with strategic customers and deploying AI-forward workflows.
What they ask for
- Based in San Francisco or New York City and willing to travel across Americas, EMEA, and APJC.
- Third-line-or-higher Customer Success leadership at a high-growth B2B software company, with experience scaling a global function across regions and customer segments.
- Deep experience building post-sales motions for technical buyers in CTO and/or CIO organizations.
- Track record with account-health scoring, churn and contraction forecasting, and strong GRR and NRR at scale; direct experience deploying AI-driven orchestrations.
Pay
USD 250K – 300K base salary
AI focus
Deploy AI-driven workflows and orchestrations alongside traditional CS tooling, including health scoring and team productivity and scale tooling.
Model-written summary · the original posting is authoritative