Customer Success Manager, EMEA at Iru

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

03 Oct, 26

Salary

0.0

Posted On

05 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, SaaS, Onboarding, Customer Retention, Account Expansion, Executive Business Reviews, Consultative Selling, HubSpot, Zendesk, Jira, Cross-functional Collaboration, Presentation Skills, Communication Skills, Stakeholder Management, Product Adoption, ROI Analysis

Industry

Software Development

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 * 1-3+ 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 individuals 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 * Iru Wellness Week the first week in July * Equity for full-time employees * Lunch 5 days/week in office * Up to 16 weeks of paid leave for new parents * Paid Family and Medical Leave * Modern Health mental health benefits for individuals and dependents * Fertility benefits * Working Advantage employee discounts * Gym membership * Commuter benefits * 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.

Responsibilities

The Customer Success Manager ensures customers achieve measurable success by aligning business goals with Iru's AI-powered security platform. Key duties include leading onboarding, driving product adoption, and conducting strategic business reviews to ensure retention and expansion.