Customer Success Manager, Commercial, EMEA

As a Customer Success Manager at Iru, you will be responsible for ensuring our commercial customers achieve measurable success with our platform. As a trusted advisor with strong product knowledge and a customer-first mindset, you will help a high-volume portfolio of customers align their goals with Iru’s unified, AI-powered platform. This is a Miami-based hybrid role, with an in-office presence alongside a collaborative and performance-driven team. You will lead onboarding and enablement at scale, drive product adoption, and proactively engage customers to ensure they realize value quickly. Success in this role means driving retention across a large book of business, identifying expansion opportunities, and delivering a consistent, high-quality customer experience.

Responsibilities

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

Requirements

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

Benefits

Competitive salary; Hybrid work environment (3 days in office per week); 100% private healthcare coverage reimbursement for individual and dependents; HealthShield Cash Plan; Nursery Salary Sacrifice Scheme; Workplace Pension (Employer 4%/ Employee 5% of gross salary); 20 days PTO; Equity for full-time employees; Iru Wellness Week off first week in July; Up to 16 weeks paid leave for new parents; Paid Family and Medical Leave; Modern Health - Mental Health Benefits - Individual and Dependents; Fertility benefits; Working Advantage Employee Discounts; Gym membership; In-office lunch stipend provided; Exciting opportunities for career growth