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About the Role

As a Customer Success Manager at Iru, you will ensure customers achieve measurable success with our AI-powered security & IT platform. You will act as a trusted advisor, helping customers align their business goals with Iru’s unified platform, which integrates UEM, EDR, Vulnerability Management, Compliance Automation, and Workforce Identity. Your role involves leading onboarding and enablement, guiding user adoption, and conducting strategic business reviews to demonstrate value. You will also serve as the voice of the customer, collaborating with Sales, Product, and Support to drive improvements and ensure customers gain time, control, and confidence.

Responsibilities

Communicate efficiently and effectively with customers via chat, email, and video conferences.
Drive ROI, retention, expansion, and product usage across a portfolio of 150+ customers using a consultative approach.
Develop and execute custom plans for customer onboarding, expansion, and renewal.
Lead end-user training, conduct executive business reviews, and monitor product usage to ensure maximum customer value.
Communicate new use cases and features to enhance customer workflows and drive organizational adoption.
Translate customer feedback into product requests, demonstrating passion for the customer experience.
Collaborate with strategic and technical colleagues to achieve customer goals.
Provide recommendations for process, customer experience, and performance enhancements.

Requirements

1-3+ years of customer-facing experience in a fast-growing company.
Direct experience with SaaS products, solutions, or ecosystems.
Experience maintaining ARR of 3M+ including contract values over 100K.
Experience with support tools and platforms like HubSpot, Zendesk, and JIRA.
Ability to drive results and outcomes while solving complex business problems, both individually and through direct reports.
Excellent presentation, organizational, and communication skills (written and verbal).
Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.
Knowledge of SaaS post-sale support motion.

Skills

Customer Success Management
SaaS Products
Consultative Selling
Onboarding
Training
Business Reviews
Product Adoption
Customer Feedback Analysis
Cross-functional Collaboration
Communication Skills
Presentation Skills
Organizational Skills

Location

London, UK

Work Type

Onsite
Full-time

Experience Level

1-3+ years

Salary/Compensations

Competitive salary

Benefits

100% private healthcare coverage reimbursement for individuals and dependents
HealthShield Cash Plan
Workplace Pension (employer 4% / employee 5% of gross salary)
20 days PTO
Flexibility to work from anywhere for up to 30 days per year
Iru Wellness Week
Equity for full-time employees
Lunch 5 days/week in office
Up to 16 weeks of paid leave for new parents
Paid Family and Medical Leave
Modern Health mental health benefits for individuals and dependents
Fertility benefits
Working Advantage employee discounts
Gym membership
Commuter benefits
Exciting opportunities for career growth

About the Company

Iru is an AI-powered security & IT platform used by fast-growing companies to secure users, apps, and devices.
The platform unifies identity & access, endpoint security & management, and compliance automation.
Iru is backed by investors including General Catalyst, Tiger Global, Felicis, Greycroft, and First Round Capital.
The company raised $100 million in July 2024, valuing it at $850 million.
Customers include Notion, Cursor, Lovable, Replit, and Mercor.
Iru partners with industry leaders like ServiceNow and AWS.
Iru was named to Forbes’ America’s Best Startup Employers 2025 list.

Equal Opportunity

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.