Customer Success Manager, Mid Market

Job description

**About Iru** Iru is the AI-powered security & IT platform used by the world’s fastest-growing companies to secure their users, apps, and devices. Built for the AI era, Iru unifies identity & access, endpoint security & management, and compliance automation—collapsing the stack and giving IT & security time and control back. Iru is backed by some of the smartest investors in tech—General Catalyst, Tiger Global, Felicis, Greycroft, and First Round Capital. In July 2024, Iru raised $100 million from General Catalyst, valuing the company at $850 million. Customers include Cursor, Vercel, Lovable, Replit, and Mercor, and Iru partners with industry leaders such as ServiceNow and AWS. Iru was named to Forbes’ America’s Best Startup Employers 2025 list for employee engagement and satisfaction. ### The Opportunity 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. ### What You'll Do - Manage a high-volume portfolio (150+ commercial customers) with a focus on scale and efficiency - Drive onboarding, adoption, retention, and expansion across your book of business - Develop repeatable success plans tailored to customer segments - Lead training sessions, webinars, and business reviews to demonstrate value - Monitor product usage and proactively engage customers to improve outcomes - Identify expansion opportunities and partner with Sales to drive growth - Act as the voice of the customer, sharing feedback with Product and internal teams - Collaborate cross-functionally to deliver a seamless customer experience ### What You'll Bring - 1–3+ years of customer-facing experience in SaaS or a high-growth environment - Experience managing a high-volume book of business (ARR ~$2M–$5M) - Strong ability to prioritize, multitask, and operate efficiently at scale - Excellent communication and presentation skills - Experience with tools like HubSpot, Zendesk, Jira, or similar - Customer-first mindset with a focus on driving outcomes and retention