Customer Success Manager, Commercial, EMEA

About the role

The Customer Success Manager, Commercial, EMEA will own the end-to-end success of a high-value portfolio of commercial customers across the EMEA region. You will act as the primary trusted advisor, ensuring clients realize measurable value from the Iru platform through expert guidance and proactive engagement. This role requires you to design and own intake processes that clarify strategic customer objectives and map them precisely to Iru's identity and security functionalities. You will create and manage structured onboarding playbooks designed to shorten the time to value for a diverse set of commercial accounts. A core part of your mission involves championing product adoption through structured enablement sessions that highlight identity management, endpoint security, and compliance automation. You will analyze usage patterns and health metrics to identify risks early and initiate timely interventions before they lead to churn or downgrades. The position demands you own the orchestration of quarterly business reviews, using them to demonstrate platform progress, uncover new expansion opportunities, and build long-term trust in Iru. Finally, you will translate direct customer feedback into actionable product insights that influence future roadmap decisions and feature development at the highest level.

Key facts

What you'll do

• Drive the successful adoption and expansion of the Iru platform within a complex portfolio of EMEA commercial accounts.
• Design and own intake processes that clarify customer goals and map them to Iru's identity and security functionalities.
• Create and manage onboarding playbooks intended to shorten the time to value for a diverse set of commercial accounts.
• Champion product adoption through structured enablement sessions that highlight identity management, endpoint security, and compliance automation.
• Analyze usage patterns and health metrics to identify risks early and initiate proactive interventions before they lead to churn.
• Own the orchestration of quarterly business reviews, using them to demonstrate progress, uncover new opportunities, and build trust in the platform.
• Collaborate with ServiceNow and AWS partners to ensure Iru integrates smoothly into existing technology and security workflows.
• Translate direct customer feedback into product insights that influence future roadmap decisions and feature development.
• Create and maintain documentation for deployment, permissions, and compliance procedures to guide both internal teams and customers.
• Spearhead expansion efforts by identifying new user groups, use cases, and workflows to deepen platform adoption.
• Support renewal and upsell activities by constructing data-driven narratives that highlight return on investment and risk reduction over time.
• Act as the primary escalation point for customer issues, coordinating with internal stakeholders to resolve complex challenges efficiently.
• Maintain a detailed understanding of Iru's identity and security features to provide expert-level guidance to customers.
• Develop strong relationships with key stakeholders, including executives, security teams, and IT operations across the EMEA region.
• Contribute to the creation of success plans and health scores that drive predictable customer outcomes and retention.

Requirements

You must bring three to five years of experience managing complex software implementations for commercial accounts. A background in identity and access management, endpoint security, or compliance automation is essential for this role. You must be skilled at communicating with both technical and executive stakeholders, explaining risk in clear business language that resonates across organizations. The role requires based in London with a hybrid schedule that includes regular, in-person collaboration at the office. Prior experience with ServiceNow and AWS integrations within a SaaS or security environment is required as a hard bar for eligibility. You must demonstrate a proven track record of managing large-scale implementations and driving high adoption rates in a SaaS context. Strong analytical skills are necessary to interpret usage data, identify trends, and translate them into actionable customer strategies. Excellent written and verbal communication skills are mandatory, as you will frequently translate complex platform capabilities into understandable narratives for diverse audiences. The ability to manage multiple priorities in a fast-paced environment while maintaining a high standard of customer experience is critical. You must be comfortable working autonomously and as part of a collaborative, performance-oriented team that values transparency and results.

Practical notes

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