Customer Success Manager
Customer Success Manager
Manchester or Slough (Hybrid 2 days a week in office)
Competitive + Commission
Permanent full time
We are looking for an experienced Customer Success Manager to join IRIS Software Group, supporting our market-leading HCM software portfolio .
As a CSM, you will act as a trusted advisor to our key customers and strategic service partners, helping them maximise value from their IRIS solutions throughout the entire customer lifecycle.
You will play a critical role in onboarding, adoption, retention, and growth, ensuring our customers achieve meaningful outcomes and long-term success.
Working within the Customer Success Department , you will collaborate closely with Customer Operations, Sales, Channel teams, and senior leadership to deliver exceptional customer experiences for our most valuable accounts.
Key Responsibilities
- Manage a portfolio of VIP customers , overseeing all products and solutions across each customer’s IRIS HCM software portfolio, typically supporting customers with annual spend in excess of £50,000.
- Develop strong, trusted-advisor relationships with customers and strategic partners, including senior stakeholders, to understand their goals and guide them towards successful outcomes.
- Act as the primary point of contact for customers, strategically managing day-to-day communication, coordinating IRIS resources, and owning issue resolution and escalations.
- Oversee the end-to-end customer journey, including onboarding, implementation, Go Live Reviews, adoption, and ongoing optimisation to ensure rapid time to value.
- Drive product adoption, customer satisfaction, retention, renewals, expansion, and advocacy by aligning IRIS solutions to customer needs.
- Maintain a deep and continually developing understanding of IRIS products, services, and roadmaps, advising customers on the most relevant features and best practices.
- Create, maintain, and deliver Customer Success Plans for each customer and partner, using Customer Tracker dashboards and Gainsight to monitor customer health, create Calls to Action, and manage risk.
- Deliver Quarterly Business Reviews (QBRs) in collaboration with Account and Channel Managers to review performance, value delivered, and future opportunities.
- Review adherence to operational SLAs and ensure appropriate success plans are in place to address any areas of non-compliance.
- Act as the voice of the customer , providing structured feedback to internal teams to improve products, services, and the overall customer experience.
- Support NPS and customer survey processes, ensuring customers are aware of and engaged with feedback initiatives.
- Maintain a strong understanding of customer contracts, subscriptions, and terms and conditions to maximise value for both the customer and IRIS.
- Identify upsell and cross-sell opportunities and contribute to lead generation in partnership with Sales and Channel teams.
- Deliver Customer Success KPIs, including time to value, retention, lifetime value (LTV), and growth.
Experience & Qualifications
Essential
- 4+ years’ experience in Customer Success, Account Management, or a similar customer-facing role
- Proven ability to manage multiple strategic customers concurrently
- Strong project management and organisational skills
- Excellent relationship-building capabilities, including at senior stakeholder level
- Strong verbal and written communication skills, including presentations
- Ability to prioritise effectively in a fast-paced environment
- High attention to detail and strong problem-solving skills
- Resilience and adaptability when facing challenges
- Self-starter who can work independently while contributing to a team
Desirable
- Experience with SaaS
- Familiarity with customer success platforms such as Gainsight
- Strong product knowledge or the ability to learn complex solutions quickly
Why join IRIS Software Group?
- Join one of the leaders in UK software at an exciting stage of growth with clear cut progression paths.
- Work for a certified Great Place to Work in every country we operate in.
- Join an inclusive environment where your ideas and experience can shape processes.