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Iru is an AI-powered security and IT platform serving fast-growing companies, unifying identity & access, endpoint security & management, and compliance automation. The company is backed by top-tier investors including General Catalyst, Tiger Global, and Felicis, raised $100M in July 2024 at $850M valuation, and counts Cursor, Vercel, Lovable, Replit, and Mercor as customers.
As Customer Success Operations Manager, you'll own the operating layer that enables the CSM team to drive net revenue retention. This is an individual contributor role with end-to-end ownership of critical processes that directly impact CSM productivity and renewal/expansion outcomes.
Key responsibilities include:
- Designing and managing the systems CSMs use daily: account assignments, health scoring, renewal forecasting, and QBR/escalation motions
- Ensuring coverage aligns with team capacity and that processes are standardized across all CSMs rather than reinvented per rep
- Implementing early-warning health signals to flag at-risk accounts in time for intervention
- Reducing manual work by identifying automation opportunities in partnership with GTM Engineering
- Day one: take ownership of 2-3 core processes; expand scope as you establish them based on business priorities and your strengths
You'll report to the GTM Operations leader and collaborate daily with CSMs, CS managers, CS leadership, Finance, and Product. The role is designed for operators who take processes from intake to output and instinctively fix systems when they see manual work happening. You'll own your processes directly without routing through layers, working in a lean-by-design environment.
