About this role
The Opportunity
We're hiring a Manager, Customer Success to lead our EMEA Customer Success team. The team is 5 CSMs today and will grow to 8 in the next year. You'll own the outcomes of every customer we serve in the region across Commercial, Mid-Market, and Enterprise: how fast they get to value, whether they renew, and how much they grow with us. You'll report to our Global Director of Customer Success and be the senior CS leader on the ground in EMEA. This is a full-time leadership role, not a player-coach seat: you won't carry a book of your own, because your number is the team's number.
Our EMEA CSMs carry the renewal and expansion number. This is quota-carrying renewals and installed-base account management, not generic customer success: CSMs own retention and expansion across their books and are measured on gross revenue retention and gross expansion ARR. Each segment runs a different motion, from scalable, high-volume playbooks in Commercial, to consultative growth and product attach in Mid-Market, to multi-year strategic partnerships in Enterprise, and you'll run all three. Your job is to make that team the best-run part of Iru's revenue engine: a renewal motion that never surprises anyone, expansion that comes from customers who are getting real value, and a forecast leadership can trust. Renewals at Iru are earned, not automatic, so the discipline you bring to renewal planning shows up directly in the number.
This is a London-based role with an in-office presence three days a week. You'll work side by side with EMEA Sales, Solutions Engineering, and Support, and with CS Operations and GTM Strategy & Operations on books, metrics, and planning. As the team grows, you'll help decide how it's shaped by segment and market. If you're a CS leader who coaches hard, inspects the details, and would rather build the regional playbook than inherit one, we'd love to talk.