EMEA Head of Customer Success: Renewals & Growth

Iru; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Health Coverage

Equity for full-time employees

New MacBook Pro

Home Office Stipend

Internet reimbursement

Holidays

Job summary

Iru is seeking a Manager of Customer Success to lead the EMEA CS team from London, directing renewal and expansion efforts across Commercial, Mid-Market and Enterprise. The role is hybrid with three days in the office and reports to the Global Director of Customer Success, becoming the senior CS leader in EMEA.

The position is fully focused on team outcomes, not individual book management, with the CSMs bearing renewal and expansion targets and the leader driving forecast accuracy and portfolio

Qualifications

• 7+ years in Customer Success or Account Management at a B2B SaaS company
• 3+ years managing quota-carrying CSMs
• Experience leading renewals and expansion across Commercial, Mid-Market & Enterprise in multiple EMEA markets
• Executive presence with senior IT and security buyers
• Coach-first leadership with ability to train and ramp teams

Responsibilities

• Lead and develop a 4–5 CSM team (today) to 6–8 as the business grows
• Own gross revenue retention and gross expansion ARR across the EMEA accounts
• Drive renewal and expansion motions with proactive forecasting and pipeline discipline
• Collaborate with Sales, Solutions Engineering, Support, CS Operations and GTM Strategy to shape plan and execution
• Build portfolio health reporting and executive-facing reviews with senior stakeholders

Job description

Iru is seeking a Manager of Customer Success to lead the EMEA CS team from London, directing renewal and expansion efforts across Commercial, Mid-Market and Enterprise. The role is hybrid with three days in the office and reports to the Global Director of Customer Success, becoming the senior CS leader in EMEA.

The position is fully focused on team outcomes, not individual book management, with the CSMs bearing renewal and expansion targets and the leader driving forecast accuracy and portfolio