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- Tasks: Build relationships with customers and help them achieve their goals using ITRS products.
- Company: Join a leading tech company trusted by top investment banks worldwide.
- Benefits: Enjoy health insurance, flexible working, and a supportive culture.
- Why this job: Make a real impact in critical industries while growing your career.
- Qualifications: Experience with monitoring tools and a passion for customer success.
- Other info: Inclusive environment that celebrates diversity and encourages personal growth.
The predicted salary is between 36000 - 60000 £ per year.
At ITRS, we make society's critical technology work. Our mission is to deliver automated and holistic IT observability solutions that safeguard critical applications and enable innovation. We are the only monitoring and observability platform designed for the most demanding and regulated industries — trusted by 90% of Tier 1 capital markets firms.
We believe when our team thrives, so do our customers. With us, you’ll find:
- A culture that backs you – We’re proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.
- Work that matters – Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks.
- Room to grow – Whether you’re starting your career or bringing years of experience, we’re committed to your development.
With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity–backed global partner.
Scope of role
If you’ve worked hands-on with monitoring or observability tools and feel ready for a new direction in your career, this could be a great fit. We are looking for someone who not only understands the technology but also brings a strong personality, builds relationships with ease, and always keeps client value at the centre of what they do.
You might already be in Customer Success, Technical Account Management, or a similar role. What matters most is proven experience with enterprise-scale environments and a real passion for making monitoring and observability tools deliver impact.
At ITRS, Customer Success is about being a trusted partner. Our customers expect more than theory; they want people who have been hands-on, know the challenges first-hand, and can help them turn technology into outcomes.
As a Customer Success Manager, you will:
- Build relationships with customers as their advocate and trusted advisor
- Translate customer goals into adoption and value strategies using ITRS products
- Monitor and analyse customer health, usage, and adoption to design proactive interventions
- Identify risks to retention and act early to prevent them
- Lead workshops and business reviews to uncover needs, track progress, and align on outcomes
- Capture and share customer feedback to influence product direction
- Partner with internal teams (Support, Professional Services, Product, Account Management) to deliver customer outcomes
- Document engagements and maintain visibility of activity, outcomes and risks
- Contribute to the refinement of Customer Success practices as our function grows
Requirements
- Proven hands-on exposure to Monitoring and Observability platforms (experience of ITRS solutions is ideal)
- A strong understanding of enterprise-scale environments (financial services experience is a plus)
- Ability to connect technical solutions to business outcomes and value
- Comfortable leading training, workshops, and enablement sessions
- Analytical mindset with experience interpreting usage and health metrics
- Excellent communication skills, able to engage at all levels from engineers to executives
- Organised, proactive, and collaborative, with the confidence to operate independently
- Background in Customer Success, Technical Account Management, or another customer-facing (non-sales) role is desirable but not essential if you bring the right product expertise
Benefits
- Health insurance cover for you and your dependents
- Dental Cover for you and your dependants
- Employer Pension scheme
- Income Protection
- Enhanced parental leave
- Flexible hybrid working
ITRS Group is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business. We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.
Customer Success Manager in London employer: Itrs
Contact Detail:
Itrs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at ITRS on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by understanding ITRS's products inside out. Familiarise yourself with their monitoring and observability solutions, and think about how your past experiences can translate into value for their customers. Show them you’re not just a fit; you’re the perfect fit!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've built relationships and driven customer success in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the ITRS team. Let’s get you that interview!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your hands-on experience with monitoring tools and how you've made a difference in previous roles. We want to see how you connect technology to real business outcomes!
Showcase Your Communication Skills: Since this role involves engaging with customers at all levels, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and maybe even share an example of how you've successfully communicated complex ideas in the past.
Highlight Your Analytical Mindset: We love candidates who can interpret usage and health metrics! In your application, mention any relevant experience you have with data analysis or how you've used metrics to drive customer success. This will show us that you have the analytical mindset we're looking for.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen on joining our team at ITRS!
How to prepare for a job interview at Itrs
✨Know Your Tech
Make sure you brush up on your knowledge of monitoring and observability tools, especially if you have experience with ITRS solutions. Be ready to discuss how these technologies can drive business outcomes and share any hands-on experiences you've had.
✨Showcase Your Relationship-Building Skills
As a Customer Success Manager, building relationships is key. Prepare examples of how you've successfully engaged with clients in the past, highlighting your ability to act as their advocate and trusted advisor.
✨Be Proactive with Solutions
Think about times when you've identified risks to customer retention and how you acted on them. Be ready to discuss your analytical mindset and how you've used metrics to design proactive interventions that add value.
✨Engage with Confidence
Practice your communication skills to ensure you're comfortable engaging with various stakeholders, from engineers to executives. Prepare to lead discussions or workshops during the interview to demonstrate your ability to facilitate and align on outcomes.
