VP of Customer Success

Incident
San Francisco, New York
Workplace: HybridFull timeUSD 250,000 - 300,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Strategic planning","Hands-on execution","Customer focus"]

Lead and scale the global post-sales Customer Success organization as a core revenue driver across Commercial, Mid-Market, and Enterprise segments. Own GRR/NRR outcomes, architect segment-specific success motions, and build account health and forecasting infrastructure. Manage first- and second-line CS leaders across geographies, partner with GTM leadership, and deploy AI-forward workflows alongside traditional CS tooling to drive retention, expansion, and team productivity.

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FursaFursa
Incident
Incident
2 months ago

VP of Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead and scale the global post-sales Customer Success organization as a core revenue driver across Commercial, Mid-Market, and Enterprise segments. Own GRR/NRR outcomes, architect segment-specific success motions, and build account health and forecasting infrastructure. Manage first- and second-line CS leaders across geographies, partner with GTM leadership, and deploy AI-forward workflows alongside traditional CS tooling to drive retention, expansion, and team productivity.
Location: San Francisco, New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own global GRR and NRR across all segments and geographies, accountable for retention, expansion, and forecasting accuracy.
  • •Architect the full success motion, including segment-specific coverage models, capacity plans, playbooks, and tooling.
  • •Build and run a world-class account health system with leading indicators, signals, and reporting to keep GTM ahead of risk.
  • •Lead, coach, and develop a global CS team as a 3rd-line leader managing first- and second-line managers across geographies.
  • •Deploy AI-forward workflows by architecting how AI and automation work alongside traditional CS tooling.
Travel: Medium travel

Pay and Benefits

Salary: USD 250,000 - 300,000 annually
Equity and Bonus:Equity
Perks:Health InsurancePensionEquityParental LeaveLearning Budget

Key Requirements

  • •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.
  • •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.
Experience:B2B softwareCustomer successGlobal SaaS
Skills:LeadershipCoachingStrategic planningHands-on executionCustomer focus
Tech Stack:AIAutomationIncident responseOn-call

Company Brief

Incident
Provides an all‑in‑one incident management platform that integrates on‑call scheduling, incident response, status pages and AI automation to help engineering teams detect, coordinate, resolve, and learn from software outages.
Industry: Developer Tools
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: San Francisco, United States
Founded: 2021
Glassdoor
Glassdoor: 4.4
WebsiteLinkedInGlassdoor