Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager ensuring commercial clients succeed with Iru's AI-powered security platform. Driving adoption, retention, and expansion in a high-volume customer portfolio across EMEA.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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