Manager of Customer Success (EMEA)

Join Iru as the Manager of Customer Success for the EMEA region. In this full-time leadership role, you will lead a team of Customer Success Managers, own the outcomes of every customer in the region, and drive retention and expansion growth. You will report to the Global Director of Customer Success and work closely with EMEA Sales, Solutions Engineering, and Support. This is a London-based role with an in-office presence three days a week.

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations and delivering regular feedback.
• Own the team's gross revenue retention and drive gross expansion ARR across the installed base through upsell and cross-sell.
• Run a weekly renewal and expansion forecast for EMEA, ensuring accuracy and keeping deal data clean in HubSpot.

• Strong forecasting and pipeline discipline: you inspect deals, call your number, and are accurate
• HubSpot experience and familiarity with the modern CS stack (Gong, Zendesk, or similar) is a plus
• 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 leading renewals and expansion across Commercial, Mid-Market, and Enterprise customers in multiple EMEA markets
• Commercial instincts: comfortable leading renewal negotiations, pricing conversations, and expansion deals alongside Sales
• Experience in IT, security, device management, or identity SaaS is a strong plus
• A track record of owning retention and expansion targets and hitting them, with the numbers to show it
• Additional European languages are a plus
• 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
• Executive presence with senior IT and security buyers, and credibility with senior leaders inside the company
• 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
• A track record of hiring, ramping, and retaining strong CSMs, and of growing an established team while raising its performance