Customer Success Manager

At ITRS, we make society's critical technology work. Our mission is to deliver automated and holistic IT observability solutions that safeguard critical applications and enable innovation. We are the only monitoring and observability platform designed for the most demanding and regulated industries - trusted by 90% of Tier 1 capital markets firms.

We believe when our team thrives, so do our customers. With us, you'll find:

• A culture that backs you - We're proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.
• Work that matters - Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks.
• Room to grow - Whether you're starting your career or bringing years of experience, we're committed to your development. Just ask our team members who've been excelling here for 10+ years.

With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity-backed global partner.

Scope of role

The Customer Success Manager (CSM) will play a pivotal role in ensuring ITRS customers achieve maximum value from their investment in our solutions. You will be based in our London Shoreditch office (hybrid 2 days per week) and within our growing Customer Success function, reporting directly to the Global Head of Customer Success. The CSM will be a trusted partner to clients, understanding how they use our products and helping them translate that use into measurable outcomes.

This is not a sales or account management role. It is a dedicated Customer Success role, working in partnership with Account Management but operating autonomously, focused entirely on the adoption, capability, and value our customers derive.

As a Customer Success Manager, you will:

• Build relationships with customers, as their advocate and trusted advisor.
• Translate customer goals into actionable adoption and value strategies using ITRS products.
• Monitor and analyse customer health, usage, adoption patterns and outcomes, then design interventions to maximise success.
• Identify potential risks to customer retention and work collaboratively to avoid them before they materialise.
• Facilitate customer workshops and business reviews to surface needs, measure progress and align goals.
• Capture and share customer feedback, providing insight that helps shape product development and service offerings.
• Partner with our teams (Support, Professional Services, Product, Account Management) to coordinate delivery of customer outcomes.
• Document customer engagements and maintain visibility of activity, outcomes and risks across systems.
• Refine and improve Customer Success practices to ensure they are aligned with the evolving needs of clients.

• A blend of technical understanding and customer-facing skills, from an observability, monitoring, or enterprise software environment.

• Experience in a Customer Success, Technical Account Management, or related customer-facing role (non-sales).
• Hands-on knowledge of observability platforms or monitoring tools (Geneos, Opsview, OP5 or Uptrends advantageous)
• Background in enterprise-scale environments (financial services experience advantageous).
• Ability to translate technical solutions into business value and outcomes.
• Experience delivering training, workshops, or enablement programmes.
• Analytical skills for interpreting customer usage and health metrics.
• Excellent communication and relationship-building skills at all levels, from technical staff to senior stakeholders.
• Organised, proactive, and comfortable working independently while collaborating across functions.

• 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

ITRS Group is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.