Customer Success Manager, Commercial, EMEA

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