The Opportunity
We're hiring a Manager, Customer Success to lead our EMEA Customer Success team. The team is 5 CSMs today and will grow to 8 in the next year. You'll own the outcomes of every customer we serve in the region across Commercial, Mid-Market, and Enterprise: how fast they get to value, whether they renew, and how much they grow with us. You'll report to our Global Director of Customer Success and be the senior CS leader on the ground in EMEA. This is a full-time leadership role, not a player-coach seat: you won't carry a book of your own, because your number is the team's number.
Our EMEA CSMs carry the renewal and expansion number. This is quota-carrying renewals and installed-base account management, not generic customer success: CSMs own retention and expansion across their books and are measured on gross revenue retention and gross expansion ARR. Each segment runs a different motion, from scalable, high-volume playbooks in Commercial, to consultative growth and product attach in Mid-Market, to multi-year strategic partnerships in Enterprise, and you'll run all three. Your job is to make that team the best-run part of Iru's revenue engine: a renewal motion that never surprises anyone, expansion that comes from customers who are getting real value, and a forecast leadership can trust. Renewals at Iru are earned, not automatic, so the discipline you bring to renewal planning shows up directly in the number.
This is a London-based role with an in-office presence three days a week. You'll work side by side with EMEA Sales, Solutions Engineering, and Support, and with CS Operations and GTM Strategy & Operations on books, metrics, and planning. As the team grows, you'll help decide how it's shaped by segment and market. If you're a CS leader who coaches hard, inspects the details, and would rather build the regional playbook than inherit one, we'd love to talk.
How You Will Make a Difference Day to Day:
- Team Leadership & Coaching: Lead, coach, and develop a team of four to five Customer Success Managers today, including a Team Lead, growing to six to eight. Set clear expectations, deliver regular, actionable feedback, run consistent 1:1s and account reviews, and raise the bar on how the team runs its books.
- Retention Ownership: Own the team's gross revenue retention. Build a renewal motion that starts well before the renewal date, with every renewal planned, forecast, and contracted on time, and hold the team to a high on-time renewal rate.
- Expansion Growth: Drive gross expansion ARR across the installed base through upsell and cross-sell, especially into Iru's newer products, and partner with EMEA Sales so expansion opportunities are sourced, worked, and closed cleanly.
- Forecasting & Pipeline Discipline: Run a weekly renewal and expansion forecast for EMEA that your CSMs submit into, and own its accuracy. Keep close dates, stages, and deal data in HubSpot clean so the forecast reflects reality.
- Customer Health & Adoption: Make customer health visible, not anecdotal. Build reporting that surfaces portfolio-wide trends in onboarding, time-to-value, usage, and adoption, catch accounts that are stalling early, and put a plan in place before risk becomes churn.
- Executive Engagement: Step into strategic and at-risk accounts alongside your CSMs. Lead QBRs, executive business reviews, escalations, and commercial conversations with senior IT and security leaders, and make sure every key account has identified champions.
- Hiring & Team Building: Hire and ramp top CS talent as the team grows, develop the CSMs you already have, and keep them: team retention and ramp time are part of how you're measured.
- Performance Management: Identify gaps quickly and act on them through coaching plans, process changes, and clear expectations. Recognize and grow your top performers.
- Operational Rigor: Partner with CS Operations and GTM Strategy & Operations on book assignments, capacity, health scoring, plan metrics, and reporting. Turn what works in EMEA into a repeatable playbook.
- Voice of the Customer: Bring EMEA customer feedback, including regional security, compliance, and data requirements, back to Product, Support, and Marketing.
Minimum Qualifications:
- 7+ years in Customer Success or Account Management at a B2B SaaS company, including 3+ years managing quota-carrying CSMs. We'll level the role at Manager or Senior Manager based on the experience you bring
- A track record of owning retention and expansion targets and hitting them, with the numbers to show it
- Experience leading renewals and expansion across Commercial, Mid-Market, and Enterprise customers in multiple EMEA markets
- A track record of hiring, ramping, and retaining strong CSMs, and of growing an established team while raising its performance
- Strong forecasting and pipeline discipline: you inspect deals, call your number, and are accurate
- A coach first: you can sit in a customer call, give specific feedback afterward, and see the rep improve. You lead through your team rather than by carrying accounts yourself
- Commercial instincts: comfortable leading renewal negotiations, pricing conversations, and expansion deals alongside Sales
- Executive presence with senior IT and security buyers, and credibility with senior leaders inside the company
- A data-first approach to customer health: you use usage and adoption signals, not gut feel, to decide where the team spends its time
- Experience in IT, security, device management, or identity SaaS is a strong plus
- HubSpot experience and familiarity with the modern CS stack (Gong, Zendesk, or similar) is a plus
- Additional European languages are a plus