Customer Retention Supervisor

At IRIS Software Group, we help more than 100,000 UK organisations - from accountancy firms and schools to growing businesses - work smarter every day.

Our Customer Renewals team makes sure those customers stay with us year after year by providing a smooth, transparent renewal experience and resolving queries with care. They're the people who keep everything running - ensuring customers feel supported, valued, and confident in their choice to stay with IRIS.

We're now looking for a Customer Renewals Team Lead to guide and motivate a small team (around five people) across multiple locations. You'll help shape how we engage with our customers, drive improvements, and make sure every renewal conversation is a positive one.

Why This Role Matters

Customer loyalty is central to our success. Every renewed contract is a sign that our customers trust us - and your leadership will ensure that trust keeps growing.

You'll help your team deliver a consistently excellent experience, balancing commercial outcomes with empathy and understanding. It's about making smart, informed decisions that work for both the customer and the business.

You'll also play a key role in refining how we do things - bringing fresh ideas, using data to guide decisions, and helping us improve how we work together across sites and teams.

About the Team You'll Join

You'll report to our Customer Renewals Manager and work alongside colleagues in Manchester, Slough, and India. It's a collaborative, close-knit team that values great communication and strong relationships - both internally and with our customers.

The team you'll lead manages renewals for our smaller Accountancy customers - high-volume, fast-paced work where precision, empathy, and organisation are key. These customers might not have the biggest contracts, but they represent the heart of our customer base - and every interaction makes a difference.

What You'll Be Doing

• Lead, coach, and support a team of Customer Renewals Associates and Advisors to deliver outstanding customer service and hit renewal targets.
• Manage the full renewal process - ensuring every quotation, conversation, and follow-up is handled with care and accuracy.
• Build strong relationships with customers, understanding their needs and resolving issues with professionalism and empathy.
• Support commercial conversations around renewals and pricing, always focused on fair, long-term value.
• Use data and insights to track performance, identify trends, and drive improvements.
• Collaborate with Sales, Support, and Operations teams to ensure a joined-up customer experience.
• Champion consistency and engagement across offices - ensuring everyone feels connected and supported.
• Continuously look for smarter, more efficient ways of working.

What We're Looking For

You'll thrive in this role if you have:

• Proven experience leading a team - ideally in renewals, customer success, or account management.
• Experience working in a high-volume, low-value renewals environment, whether in B2B or B2C - comfortable managing pace, process, and precision.
• A strong understanding of customer retention and what drives long-term loyalty.
• Excellent communication skills, both written and verbal, with a calm and confident approach.
• Commercial awareness - confident discussing pricing, renewals, and the business impact of decisions.
• Empathy and balance - able to handle sensitive customer situations with professionalism and fairness.
• Good organisational and analytical skills, with the ability to prioritise and spot opportunities to improve.
• Experience working across multiple sites or with international teams (advantageous).
• A background in a software or technology business (a bonus, not essential).

What You'll Gain

• The chance to make a real impact in how we retain and support our customers.
• Experience leading a multi-site renewals team in one of the UK's largest software companies.
• A collaborative environment where your ideas are heard and encouraged.
• Career growth opportunities across IRIS, supported by learning and development programmes.
• Hybrid working, competitive benefits, and flexibility to balance work and life.

Our Application Process

We like to keep things fair, simple, and transparent:

Apply online

Upload your CV and a few details.

Initial Interview (plus Online Assessments)

A chat with our Talent team, plus two short assessments:

• CCAT (15-minute timed test).
• EPP (untimed personality questionnaire).

First Interview (MS Teams)

A competency-based discussion with our Customer Renewals Manager, focusing on your experience and leadership approach.

Final Interview (MS Teams)

Meet our Director, Customer Renewals. You'll be asked to deliver a short presentation outlining how you would approach the role, your priorities, and ideas to engage and motivate the team.

Join us at IRIS Software Group and play a key role in shaping how we retain and support the customers who power our success.