About the job
At ITRS, we empower critical technology that drives our society forward. Our mission is to provide automated and comprehensive IT observability solutions that protect essential applications and foster innovation. As the only monitoring and observability platform tailored for the most demanding and regulated sectors, we are trusted by 90% of Tier 1 capital markets firms.
Our belief is simple: when our team succeeds, our customers do too. Here, you'll discover:
- A supportive culture – ITRS has proudly been recognized as a Great Place to Work for multiple consecutive years, thanks to our inclusive and nurturing environment.
- Impactful work – Contribute to meaningful projects that engage thousands of global customers in industries essential to the world's functionality, including 9 out of the top 10 investment banks.
- Growth opportunities – Whether you're at the start of your career or have years of experience, we commit to your professional development. Just ask our team members who have thrived here for over a decade.
With our headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact technology enterprise with the stability of a private equity-backed global partner.
Role Overview
If you have hands-on experience with monitoring or observability tools and are ready to pivot your career, this role could be your ideal match. We seek an individual who possesses not only a strong technical understanding but also excels in relationship building and prioritizes client value in every interaction.
You may currently work in Customer Success, Technical Account Management, or a related field. What matters most is your proven experience with enterprise-scale environments and a genuine enthusiasm for leveraging monitoring and observability tools to create significant impact.
At ITRS, Customer Success means being a reliable partner. Our clients expect practical insights; they want professionals who have real-world experience, understand the challenges they face, and can transform technology into tangible outcomes.
Your Responsibilities as a Senior Customer Success Manager:
- Foster strong relationships with customers, acting as their advocate and trusted advisor.
- Translate customer objectives into strategies for product adoption and value realization using ITRS solutions.
- Analyze customer health metrics, usage patterns, and adoption rates to design proactive engagement strategies.
- Identify potential retention risks early and implement measures to mitigate them.
- Facilitate workshops and business reviews to uncover customer needs, monitor progress, and align on actionable outcomes.
- Gather and share customer feedback to shape product development.
- Collaborate with internal teams (Support, Professional Services, Product, Account Management) to ensure successful customer outcomes.
- Document interactions and maintain visibility on activities, outcomes, and potential risks.
- Contribute to the enhancement of Customer Success practices as our team evolves.

