EMEA Customer Success Manager: Renewal & Growth Lead

Iru; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Iru is seeking a Manager, Customer Success to lead the EMEA CS team from London. You will own renewal and expansion outcomes across Commercial, Mid-Market, and Enterprise, building a scalable renewal motion and trusted forecast for executive reviews.

You will coach a growing team, drive gross revenue retention, and partner with Sales, Solutions Engineering, and Operations to shape the regional playbook. This is a hands-on leadership role with in-office presence three days per week.

Qualifications

• 7+ years in Customer Success or Account Management at a B2B SaaS company with quota-carrying experience.
• Proven track record owning retention and expansion targets with measurable results.
• Experience leading renewals and expansion across Commercial, Mid-Market and Enterprise.
• Experience hiring, ramping, and retaining high-performing CS teams.

Responsibilities

• Lead, coach, and develop a CS team today and scale to eight, with clear expectations and regular feedback.
• Own the team's gross revenue retention and build renewal motions with on-time planning.
• Drive gross expansion ARR through upsell and cross-sell across installed base.
• Run weekly renewal and expansion forecasts and maintain clean pipeline data in HubSpot.
• Make customer health visible through reporting on onboarding, time-to-value, usage, and adoption.
• Lead executive engagements, QBRs, and strategic discussions with senior IT and security leaders.
• Hire and ramp CS talent, maintain team retention, and oversee ramp-time improvements.
• Partner with CS Ops and GTM to create a repeatable EMEA playbook and forecast accuracy.

Skills

Team Leadership

Forecasting

Renewals & Expansion

Stakeholder Management

Education

Bachelor's degree or equivalent in relevant field

Tools

HubSpot

CRM systems

Job description

Iru is seeking a Manager, Customer Success to lead the EMEA CS team from London. You will own renewal and expansion outcomes across Commercial, Mid-Market, and Enterprise, building a scalable renewal motion and trusted forecast for executive reviews.

You will coach a growing team, drive gross revenue retention, and partner with Sales, Solutions Engineering, and Operations to shape the regional playbook. This is a hands-on leadership role with in-office presence three days per week.