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Iru is seeking a Manager of Customer Success for the EMEA region, based in London. This is a hands-on leadership role managing a team of 4–5 Customer Success Managers (growing to 6–8) with accountability for retention, expansion, and team performance across the region.
Key Responsibilities:
Team Leadership & Coaching: Lead, coach, and develop a team of Customer Success Managers including a Team Lead. Set clear expectations, deliver regular actionable feedback, run consistent 1:1s and account reviews, and raise performance standards.
Retention Ownership: Own the team's gross revenue retention by building a renewal motion that starts well before renewal dates. Ensure every renewal is planned, forecasted, and contracted on time, maintaining a high on-time renewal rate.
Expansion Growth: Drive gross expansion ARR across the installed base through upsell and cross-sell, particularly into newer Iru products. Partner with EMEA Sales to source, work, and close expansion opportunities cleanly.
Forecasting & Pipeline Discipline: Run a weekly renewal and expansion forecast for EMEA, ensuring accuracy. Maintain clean close dates, stages, and deal data in HubSpot so forecasts reflect reality.
Customer Health & Adoption: Make customer health visible through reporting that surfaces portfolio-wide trends in onboarding, time-to-value, usage, and adoption. Identify stalling accounts early and develop plans before risk becomes churn.
Executive Engagement: Step into strategic and at-risk accounts alongside CSMs. Lead QBRs, executive business reviews, escalations, and commercial conversations with senior IT and security leaders. Ensure every key account has identified champions.
Hiring & Team Building: Hire and ramp top CS talent as the team grows. Develop existing CSMs and prioritize team retention and ramp time as key performance metrics.
Performance Management: Identify gaps quickly and act through coaching plans, process changes, and clear expectations. Recognize and grow top performers.
Operational Rigor: Partner with CS Operations and GTM Strategy & Operations on book assignments, capacity, health scoring, plan metrics, and reporting. Turn EMEA playbooks into repeatable processes.
Voice of the Customer: Bring EMEA customer feedback—including regional security, compliance, and data requirements—back to Product, Support, and Marketing.
Requirements:
• 7+ years in Customer Success or Account Management at a B2B SaaS company, including 3+ years managing quota-carrying CSMs
• Proven track record of owning and hitting retention and expansion targets with documented results
• Experience leading renewals and expansion across Commercial, Mid-Market, and Enterprise customers in multiple EMEA markets
• Track record of hiring, ramping, and retaining strong CSMs; experience growing an established team while raising performance
• Strong forecasting and pipeline discipline; ability to inspect deals, call numbers accurately, and maintain forecast accuracy
• Coaching mindset: can sit in customer calls, provide specific feedback, and see reps improve; leads through the team rather than carrying accounts
• Commercial instincts: comfortable leading renewal negotiations, pricing conversations, and expansion deals alongside Sales
• Executive presence with senior IT and security buyers; credibility with senior internal leaders
• Data-first approach to customer health: uses usage and adoption signals rather than gut feel to prioritize team time
• Experience in IT, security, device management, or identity SaaS is a strong plus
• HubSpot experience and familiarity with modern CS stack (Gong, Zendesk, or similar) is a plus
• Additional European languages are a plus
