Senior Customer Success Manager

ITRS•New York, NY

1d•Hybrid

About The Position

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 If you’ve worked hands-on with monitoring or observability tools and feel ready for a new direction in your career, this could be a great fit. We are looking for someone who not only understands the technology but also brings a strong personality, builds relationships with ease, and always keeps client value at the centre of what they do. You might already be in Customer Success, Technical Account Management, or a similar role. What matters most is proven experience with enterprise-scale environments and a real passion for making monitoring and observability tools deliver impact. At ITRS, Customer Success is about being a trusted partner. Our customers expect more than theory; they want people who have been hands-on, know the challenges first-hand, and can help them turn technology into outcomes.

Requirements

8+ years in a customer facing technical client relations role
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

Responsibilities

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