Customer Success Manager (Commercial)

• As a Customer Success Manager at Iru, you will be responsible for ensuring our commercial customers achieve measurable success with our platform
• As a trusted advisor with strong product knowledge and a customer-first mindset, you will help a high-volume portfolio of customers align their goals with Iru’s unified, AI-powered platform
• This is a Miami-based hybrid role, with an in-office presence alongside a collaborative and performance-driven team
• You will lead onboarding and enablement at scale, drive product adoption, and proactively engage customers to ensure they realize value quickly
• Success in this role means driving retention across a large book of business, identifying expansion opportunities, and delivering a consistent, high-quality customer experience
• Manage a high-volume portfolio (150+ commercial customers) with a focus on scale and efficiency
• Drive onboarding, adoption, retention, and expansion across your book of business
• Develop repeatable success plans tailored to customer segments
• Lead training sessions, webinars, and business reviews to demonstrate value
• Monitor product usage and proactively engage customers to improve outcomes
• Identify expansion opportunities and partner with Sales to drive growth
• Act as the voice of the customer, sharing feedback with Product and internal teams
• Collaborate cross-functionally to deliver a seamless customer experience

Benefits

• Health Coverage - 100% individual and dependent medical + dental + vision coverage
• Flexible Spending Account
• Equity for full-time employees
• New MacBook Pro and software setup
• Exciting opportunities for career growth
• An outstanding, inclusive culture
• 4% 401k company match
• Monthly Uber Eats meal credit
• $1,000 Home Office Equipment Stipend
• $50 monthly Internet reimbursement
• Equipment discounts
• Week long company shutdown, first week of August
• 10 Health and Wellness Days
• 12 weeks of Paid Parental Leave
• 14 Holidays- Experience managing a high-volume book of business (ARR ~$2M–$5M)
• Experience with tools like HubSpot, Zendesk, Jira, or similar
• Customer-first mindset with a focus on driving outcomes and retention
• Excellent communication and presentation skills
• 1–3+ years of customer-facing experience in SaaS or a high-growth environment
• Strong ability to prioritize, multitask, and operate efficiently at scale