Senior 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 roleIf 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.We are looking for a Senior Customer Success Manager to join our New York team at ITRS.This is not a generalist Customer Success role. We are looking for someone with strong technical credibility in monitoring and observability, who can operate confidently in complex enterprise environments and build trusted relationships with both technical and senior business stakeholders.Our customers expect more than strong communication and process discipline. They need someone who understands enterprise operations, hybrid estates, adoption risk, and the practical realities of using monitoring and observability platforms in regulated, business-critical environments.You will be able to connect technical capability to business value, guide customers through adoption and value realisation, and act as a trusted advisor across strategic accounts.As a Senior Customer Success Manager, you will:Build strong relationships with enterprise customers as their advocate, strategic advisor, and trusted partnerTranslate customer goals into adoption, value, and success strategies using ITRS productsMonitor and analyse customer health, platform usage, and adoption to identify risks and drive proactive interventionsWork closely with customer stakeholders across engineering, operations, architecture, and leadership teamsCapture customer feedback and partner with Support, Product, Engineering, and Account Management to improve customer outcomesDocument customer engagement, risks, actions, outcomes, and opportunities with clear visibility across the account baseContribute to the continued development of Customer Success practicesRequirements8+ years in a customer-facing technical roleProven experience in Customer Success or Technical Account ManagementHands-on experience with monitoring and observability platforms, this is essentialStrong understanding of enterprise-scale environments, including complex hybrid estates spanning on-prem and cloudFinancial Services experience, ideally within banking, capital markets, trading, payments, or similarly regulated environmentsStrong analytical capability, with experience interpreting usage, health, and adoption metricsExcellent communication skills, with the ability to engage credibly from engineers through to executive stakeholdersThe confidence to work independently, proactively, and collaboratively in a growing functionIt would be beneficial to have:Experience with ITRS products, such as GeneosExperience with platforms such as Dynatrace, AppDynamics, Splunk, Datadog, New Relic, Prometheus, Grafana, Elastic, LogicMonitor, ScienceLogic, Moogsoft, or similarExposure to high-availability or real-time enterprise environmentsPractical understanding of Public Cloud and AI in enterprise operations contextsYou are likely to be successful in this role if you can:Build credibility quickly with technical and senior stakeholders in large enterprise accountsTranslate monitoring and observability capabilities into practical customer valueUse health, usage, and adoption data to identify risk early and take action before issues escalateLead value-led conversations that go beyond relationship management and into measurable outcomesOperate effectively in complex, regulated, politically nuanced customer environmentsThis role is unlikely to be the right fit if your experience is primarily in:Generalist SaaS Customer Success without technical product depthPurely commercial or quota-carrying sales roles without post-sales ownershipCustomer support roles without enterprise relationship managementEnterprise technology roles without direct monitoring and observability experienceBenefitsHealth Insurance, Vision Plan, and Dental Cover for you and your dependantsHSA & FSAEmployee Assistance ProgrammeHealth Advocate, Talk Space, One Medical, Teladoc401(k)Commuter benefitsRemote Hybrid WorkingEnhanced Parental LeaveLife and AD&D Insurance20 Days Holiday + Public Holidays + 3 days paid volunteering leaveReferral BonusBuy and Sell HolidayTraining ReimbursementITRS 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.