Customer Success Manager, EMEA

Iru; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading tech company in London is seeking a Customer Success Manager to ensure customers achieve measurable success with their platform. This onsite role includes leading onboarding and training programs as well as driving product adoption and renewal goals. Ideal candidates will have 3+ years of experience in customer-facing roles, preferably in a SaaS environment. Competitive salary and comprehensive benefits offered.

Benefits

Competitive salary

100% private healthcare coverage

Gym membership

Lunch 5 Days/Week

Exciting opportunities for career growth

Qualifications

• 3+ years of customer-facing experience in a fast-growing company.
• Direct experience with SaaS products is preferred.
• Demonstrated ability to drive ROI and customer retention.

Responsibilities

• Lead onboarding and enablement programs for customers.
• Communicate efficiently with customers through various channels.
• Monitor product usage to ensure maximum customer value.

Skills

Customer-facing experience

Excellent communication skills

Analytical skills

Ability to partner with C-suite

Tools

HubSpot

Zendesk

JIRA

Job description

About Iru

Iru is the AI-powered security & IT platform used by the world’s fastest-growing companies to secure their users, apps, and devices. Built for the AI era, Iru unifies identity & access, endpoint security & management, and compliance automation—collapsing the stack and giving IT & security time and control back.

Iru is backed by some of the smartest investors in tech—General Catalyst, Tiger Global, Felicis, Greycroft, and First Round Capital. In July 2024, Iru raised $100 million from General Catalyst, valuing the company at $850 million. Customers include Notion, Cursor, Lovable, Replit, and Mercor, and Iru partners with industry leaders such as ServiceNow and AWS. Iru was named to Forbes’ America’s Best Startup Employers 2025 list for employee engagement and satisfaction.

The Opportunity

As a Customer Success Manager at Iru, you will be responsible for ensuring our customers achieve measurable success with our platform. As a trusted advisor with deep product knowledge and empathy, you will help customers align their business goals with Iru’s unified, AI-powered platform that brings together UEM, EDR, Vulnerability Management, Compliance Automation, and Workforce Identity into a single, orchestrated system.

You will lead onboarding and enablement programs, guide end‑user adoption, and run strategic business reviews that demonstrate value and impact. Acting as the voice of the customer, you will partner cross‑functionally with Sales, Product, and Support to drive continuous improvement and ensure every customer gains time, control, and confidence in how they manage and secure their users, apps, and devices.

Success in this role means consistently driving retention, uncovering expansion opportunities, and turning customers into advocates for Iru’s mission to simplify and unify the modern enterprise IT and security experience.

Please note that this is a fully onsite position in our London office.

What You'll Do

• Communicate efficiently and effectively with our customers - we primarily communicate via chat and email, but you’ll also have video conferences when the need arises
• Use a consultative-like approach to drive ROI, retention, expansion, and high product usage across a portfolio of 150+ customers
• Develop and enact a custom plan for each customer’s onboarding, expansion, and renewal goals
• Lead end‑user training, conduct executive business reviews, and proactively monitor and drive product usage to ensure the customer is maximizing value
• Communicate new use cases and features/functionality that will enhance the customer’s workflow and drive organizational product adoption
• Passionate about the customer experience and skilled in translating customer feedback into product requests
• Work cross‑functionally with strategic and technical colleagues to accomplish customer goals
• Provide recommendations on changes and design enhancements to improve processes, customer experience, and performance

What You'll Bring

• 3+ years of customer‑facing experience in a fast‑growing company; direct experience with SaaS products, solutions, or ecosystems
• Experience maintaining ARR of 3M+ including contract values over 100K
• Experience with support tools and platforms like HubSpot, Zendesk and JIRA
• Ability to drive results and outcomes while solving complex business problems, both individually and through direct reports
• Excellent presentation, organizational, and communication skills (both written and verbal)
• Ability to partner effectively with C‑Suite, VP, and Director‑level contacts, along with day‑to‑day users of the software
• Knowledge of SaaS post‑sale support motion

Benefits & Perks

• Competitive salary

• 100% private healthcare coverage reimbursement for individual and dependents

• HealthShield Cash Plan

• Workplace Pension (Employer 4%/ Employee 5% of gross salary)

• 20 days PTO

• Flexibility to work from anywhere for up to 30 days per year

• Equity for full‑time employees

• Iru Wellness Week off first week in July

• Up to 16 weeks paid leave for new parents

• Paid Family and Medical Leave

• Modern Health – Mental Health Benefits – Individual and Dependents

• Fertility benefits

• Working Advantage Employee Discounts

• Gym membership

• Lunch 5 Days/Week

• Exciting opportunities for career growth

We are excited to be serving a significant need for a fast‑growing market, and are proud of the high‑performing team we have brought together so far. If you’re someone who wants to engage in new, exciting projects that will challenge your skills in the best way possible, we would love to connect with you.

At Iru, we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.

Iru is proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law.