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 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.

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 partner
• Translate customer goals into adoption, value, and success strategies using ITRS products
• Monitor and analyse customer health, platform usage, and adoption to identify risks and drive proactive interventions
• Work closely with customer stakeholders across engineering, operations, architecture, and leadership teams
• Capture customer feedback and partner with Support, Product, Engineering, and Account Management to improve customer outcomes
• Document customer engagement, risks, actions, outcomes, and opportunities with clear visibility across the account base
• Contribute to the continued development of Customer Success practices

Requirements

• 8+ years in a customer-facing technical role
• Proven experience in Customer Success or Technical Account Management
• Hands-on experience with monitoring and observability platforms, this is essential
• Strong understanding of enterprise-scale environments, including complex hybrid estates spanning on-prem and cloud
• Financial Services experience, ideally within banking, capital markets, trading, payments, or similarly regulated environments
• Strong analytical capability, with experience interpreting usage, health, and adoption metrics
• Excellent communication skills, with the ability to engage credibly from engineers through to executive stakeholders
• The confidence to work independently, proactively, and collaboratively in a growing function

It would be beneficial to have:

• Experience with ITRS products, such as Geneos
• Experience with platforms such as Dynatrace, AppDynamics, Splunk, Datadog, New Relic, Prometheus, Grafana, Elastic, LogicMonitor, ScienceLogic, Moogsoft, or similar
• Exposure to high-availability or real-time enterprise environments
• Practical understanding of Public Cloud and AI in enterprise operations contexts

You are likely to be successful in this role if you can:

• Build credibility quickly with technical and senior stakeholders in large enterprise accounts
• Translate monitoring and observability capabilities into practical customer value
• Use health, usage, and adoption data to identify risk early and take action before issues escalate
• Lead value-led conversations that go beyond relationship management and into measurable outcomes
• Operate effectively in complex, regulated, politically nuanced customer environments

This role is unlikely to be the right fit if your experience is primarily in:

• Generalist SaaS Customer Success without technical product depth
• Purely commercial or quota-carrying sales roles without post-sales ownership
• Customer support roles without enterprise relationship management
• Enterprise technology roles without direct monitoring and observability experience

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

ITRS 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.