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Posted 2 months ago

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Customer Success Manager, Commercial, EMEA

LondonHybridFull-time

AI Summary

Customer Success Manager for EMEA responsible for onboarding, adoption, and retention of a high-volume commercial portfolio, driving expansion opportunities and ensuring localised customer experience.

About this role

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 support a portfolio of commercial customers across EMEA, helping them achieve measurable success with our platform. You will act as a trusted partner, guiding customers to adopt and realize value from Iru’s unified, AI-powered platform.

This is a London-based hybrid role, with in-office collaboration Tuesday through Thursday.

You will operate across multiple markets, balancing scale with regional nuance. Success in this role means driving retention and expansion across a high-volume portfolio while delivering a consistent and localized customer experience.

What You'll Do

  • Manage a high-volume portfolio of commercial customers across EMEA
  • Drive onboarding, adoption, and retention at scale
  • Develop repeatable, segment-based success strategies
  • Deliver training sessions, webinars, and business reviews
  • Monitor customer health and proactively address risks
  • Identify expansion opportunities and partner with Sales
  • Navigate regional differences across EMEA markets and stakeholders
  • Collaborate cross-functionally to ensure customer success

    • What You'll Bring

  • 1–3+ years of customer-facing experience in SaaS or a high-growth company
  • Experience managing a high-volume book of business
  • Ability to operate across diverse markets and customer needs
  • Strong communication and organizational skills
  • Experience with tools like HubSpot, Zendesk, Jira, or similar
  • Adaptability and a proactive, customer-first mindset

    • Skills

    Business ReviewsCommunicationCRMCross-Functional CollaborationCustomer SuccessData AnalysisEMEA Market KnowledgeExpansionHealth MonitoringHubspotJiraOnboardingOrganizationPortfolio ManagementRenewalsRetentionRisk ManagementSaaSStakeholder ManagementTrainingZendesk

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