Customer Success Manager

🕒 April 1

🏢🏡 London – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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ITRS Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

☁️ SaaS

🏢 Enterprise

Finance • SaaS • Enterprise

ITRS Group is a visionary company named in the 2024 Gartner® Magic Quadrant™ for Digital Experience Monitoring. Trusted by 90% of Tier 1 financial firms, ITRS provides IT teams with tools to monitor and analyze large volumes of data across physical, virtual, and cloud-based IT environments. Its platform functionalities include observability, application monitoring, infrastructure monitoring, digital experience monitoring, and cloud monitoring. ITRS serves various industries such as financial services, higher education, and telecommunications. Its solutions are backed by AI-powered, real-time monitoring capabilities, enabling clients to mitigate IT failures, optimize performance, and enhance user experiences. The company's key products include ITRS Geneos for application monitoring and ITRS Opsview for infrastructure monitoring.

📋 Description

• - Build relationships with customers as their advocate and trusted advisor • - Translate customer goals into adoption and value strategies using ITRS products • - Monitor and analyse customer health, usage, and adoption to design proactive interventions • - Identify risks to retention and act early to prevent them • - Lead workshops and business reviews to uncover needs, track progress, and align on outcomes • - Capture and share customer feedback to influence product direction • - Partner with internal teams (Support, Professional Services, Product, Account Management) to deliver customer outcomes • - Document engagements and maintain visibility of activity, outcomes and risks • - Contribute to the refinement of Customer Success practices as our function grows

🎯 Requirements

• - Proven experience in Customer Success or Technical Account Management role is essential • - Proven hands-on exposure to Monitoring and Observability platforms (experience of ITRS solutions is ideal) • - A strong understanding of enterprise-scale environments (financial services experience in particular) • - Shows strong technical curiosity and strategic judgement around Public Cloud and AI, able to shape direction, not just react to it • - Ability to connect technical solutions to business outcomes and value • - Comfortable leading training, workshops, and enablement sessions • - Analytical mindset with experience interpreting usage and health metrics • - Excellent communication skills, able to engage at all levels from engineers to executives • - Organised, proactive, and collaborative, with the confidence to operate independently

🏖️ Benefits

• - Health insurance cover for you and your dependents • - Dental Cover for you and your dependants • - Employer Pension scheme • - Income Protection • - Enhanced parental leave • - Flexible hybrid working