ITRS Group

Senior Customer Success Manager

ITRS Group

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Job Level

Senior

Tech Stack

CloudReact

About the role

  • 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

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
Benefits
  • Health Insurance, Vision Plan, and Dental Cover for you and your dependants
  • HSA & FSA
  • Employee Assistance Programme
  • Health Advocate, Talk Space, One Medical, Teladoc
  • 401(k)
  • Commuter benefits
  • Remote Hybrid Working
  • Enhanced Parental Leave
  • Life and AD&D Insurance
  • 20 Days Holiday + Public Holidays + 3 days paid volunteering leave
  • Referral Bonus
  • Buy and Sell Holiday
  • Training Reimbursement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessTechnical Account ManagementMonitoring platformsObservability platformsITRS solutionsPublic CloudAIAnalytical mindsetUsage metricsHealth metrics
Soft Skills
Relationship buildingAdvocacyStrategic judgementCommunicationOrganizational skillsProactivityCollaborationConfidenceTechnical curiosityLeadership