At a Glance
- Tasks: Help customers succeed with our AI-powered security platform and drive their business goals.
- Company: Join Iru, a fast-growing tech company backed by top investors.
- Benefits: Enjoy competitive salary, private healthcare, flexible work, and equity options.
- Other info: Be part of a diverse team in a dynamic environment with growth opportunities.
- Why this job: Make a real impact by transforming customer experiences in the tech industry.
- Qualifications: 1-3 years of customer-facing experience, preferably with SaaS products.
The predicted salary is between 63000 - 77000 £ per year.
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.
The Opportunity
As a Customer Success Manager at Iru, you will be responsible for ensuring our customers achieve measurable success with our platform. As a trusted advisor with deep product knowledge and empathy, you will help customers align their business goals with Iru’s unified, AI-powered platform that brings together UEM, EDR, Vulnerability Management, Compliance Automation, and Workforce Identity into a single, orchestrated system.
You will lead onboarding and enablement programs, guide end-user adoption, and run strategic business reviews that demonstrate value and impact. Acting as the voice of the customer, you will partner cross-functionally with Sales, Product, and Support to drive continuous improvement and ensure every customer gains time, control, and confidence in how they manage and secure their users, apps, and devices.
Success in this role means consistently driving retention, uncovering expansion opportunities, and turning customers into advocates for Iru’s mission to simplify and unify the modern enterprise IT and security experience.
Please note that this is a fully onsite position in our London office.
What You'll Do
- Communicate efficiently and effectively with our customers - we primarily communicate via chat and email, but you'll also have video conferences when the need arises.
- Use a consultative-like approach to drive ROI, retention, expansion, and high product usage across a portfolio of 150+ customers.
- Develop and enact a custom plan for each customer’s onboarding, expansion, and renewal goals.
- Lead end-user training, conduct executive business reviews, and proactively monitor and drive product usage to ensure the customer is maximizing value.
- Communicate new use cases and features/functionality that will enhance the customer’s workflow and drive organizational product adoption.
- Passionate about the customer experience and skilled in translating customer feedback into product requests.
- Work cross-functionally with strategic and technical colleagues to accomplish customer goals.
- Provide recommendations on changes and design enhancements to improve processes, customer experience, and performance.
What You'll Bring
- 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 (both 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.
Benefits & Perks
- Competitive salary.
- 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 the first week in July.
- 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.
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.
Customer Success Manager, EMEA employer: Iru
Iru is an exceptional employer that prioritises employee engagement and satisfaction, as evidenced by its recognition on Forbes’ America’s Best Startup Employers 2025 list. Located in London, the company offers a vibrant work culture with competitive benefits, including comprehensive healthcare coverage, flexible working arrangements, and exciting career growth opportunities. Employees are encouraged to share their unique perspectives in an inclusive environment, making Iru a rewarding place for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Iru. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Iru before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager, EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Iru:Your cover letter is your chance to shine! Tell us why you want to work at Iru specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Iru!
How to prepare for a job interview at Iru
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
