ITRS
IT Observability
CustomerSuccessManager
“Customer Success Manager at ITRS. Skills: monitoring and observability, enterprise environments, customer success, technical credibility. Build relationships with enterprise customers. Translate customer goals into strategies”
What You'll Achieve.
adoption, value, and success strategies; improve customer outcomes; measurable outcomes
Industry & Context.
analytical capability; interpreting usage, health, and adoption metrics; identify risks; drive proactive interventions
What They're Looking For.
Must Have
Proven experience in Customer Success or Technical Account Management, Hands-on experience with monitoring and observability platforms, 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, analytical capability, with experience interpreting usage, health, and adoption metrics, Comfort leading training, workshops, enablement sessions, and business reviews, 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
Nice to Have
Experience with ITRS products, such as Geneos, Experience with platforms such as Dynatrace, AppDynamics, Splunk, Datadog, New Relic, Prometheus, Grafana, Elastic, Moogsoft, or similar, Exposure to high-availability or real-time enterprise environments, Practical understanding of Public Cloud and AI in enterprise operations contexts
What You'll Do.
Build relationships with enterprise customers
Translate customer goals into strategies
Monitor and analyse customer health
Work closely with customer stakeholders
Capture customer feedback
Document customer engagement
Contribute to Customer Success practices
How You'll Work.
Team & Collaboration
Work closely with customer stakeholders across engineering, operations, architecture, and leadership teams; partner with Support, Product, Engineering, and Account Management
Communication Scope
Excellent communication skills; engage credibly from engineers through to executive stakeholders
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