Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 3 days agoWe saw it 31 min after it went up

Manager, Customer Success, EMEA

Iru23 open roles

Where
London
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowManager, Customer Success, EMEAIru · London

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Iru's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.9% of postings close within 7 days. Measured by our own scanner across the market. Iru postings stay open a median of 19 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.9%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 3 days ago

Iru median: 19 days open

The posting

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 Cursor, Vercel, Bumble, Plaid, Glean, Apollo, 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

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

Benefits & Perks

• Competitive salary

• Hybrid work environment (3 days in office per week)

• 100% private healthcare coverage reimbursement for individual and dependents

• HealthShield Cash Plan

• Nursery Salary Sacrifice Scheme

• Workplace Pension (Employer 4%/ Employee 5% of gross salary)

• 20 days PTO

• Equity for full-time employees

• Iru Wellness Week off first week in July

• Up to 16 weeks paid leave for new parents

• Paid Family and Medical Leave

• Modern Health - Mental Health Benefits - Individual and Dependents

• Fertility benefits

• Working Advantage Employee Discounts

• Gym membership

• In-office lunch stipend provided

• 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. #LI-Hybrid

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Iru's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Iru's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Iru's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.