Customer Success Manager, Commercial, EMEA

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, Lovable, 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

As a Customer Success Manager at Iru, you will support a portfolio of commercial customers across EMEA, helping them achieve measurable success with our platform. You will act as a trusted partner, guiding customers to adopt and realize value from Iru’s unified, AI-powered platform.

This is a London-based hybrid role, with in-office collaboration Tuesday through Thursday.

You will operate across multiple markets, balancing scale with regional nuance. Success in this role means driving retention and expansion across a high-volume portfolio while delivering a consistent and localized customer experience.

What You'll Do

• Manage a high-volume portfolio of commercial customers across EMEA
• Drive onboarding, adoption, and retention at scale
• Develop repeatable, segment-based success strategies
• Deliver training sessions, webinars, and business reviews
• Monitor customer health and proactively address risks
• Identify expansion opportunities and partner with Sales
• Navigate regional differences across EMEA markets and stakeholders
• Collaborate cross-functionally to ensure customer success

What You'll Bring

• 1 - 3+ years of customer-facing experience in SaaS or a high-growth company
• Experience managing a high-volume book of business
• Ability to operate across diverse markets and customer needs
• Strong communication and organizational skills
• Experience with tools like HubSpot, Zendesk, Jira, or similar
• Adaptability and a proactive, customer-first mindset

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