Senior Customer Success Manager

At IRIS, our Customer Success team plays a critical role in helping customers achieve maximum value from our software solutions. We're looking for an experienced Customer Success Manager (Enterprise) to manage and grow relationships with our most strategic customers and service partners.

In this highly consultative role, you'll act as a trusted advisor to senior stakeholders, leading the success strategy for a portfolio of complex, high-value enterprise accounts. You'll help customers realise their business goals through successful onboarding, adoption, retention and growth, while serving as the voice of the customer within IRIS.

Working closely with Sales, Customer Operations, Channel teams and senior leadership, you'll also help shape Customer Success best practices and support the development of colleagues across the wider team.

What You'll Be Doing

• Own a portfolio of strategic enterprise customers, taking responsibility for their entire IRIS software estate.
• Build and maintain trusted relationships with senior stakeholders, including C-suite decision-makers.
• Develop tailored Customer Success strategies that drive adoption, retention, customer lifetime value and commercial growth.
• Lead customer engagements through onboarding, implementation, go-live, Quarterly Business Reviews and long-term success planning.
• Identify opportunities for cross-sell and upsell while ensuring customers achieve measurable business outcomes.
• Act as the primary escalation point for complex customer issues, coordinating resources across IRIS to drive resolution.
• Use customer insights and feedback to influence product direction and represent the voice of the customer internally.
• Monitor customer health using CRM and Customer Success tools, proactively identifying risks and mitigating churn.
• Maintain strong knowledge of IRIS solutions, industry trends and customer challenges within sectors such as Accountancy and HCM.
• Support and mentor colleagues, helping to drive best practice across the Customer Success function.

What We're Looking For

• Significant experience in Customer Success, Strategic Account Management or Relationship Management within a B2B software or SaaS environment.
• Proven success managing enterprise customers with annual contract values exceeding £100,000.
• Strong stakeholder management skills with the ability to influence and build credibility at senior levels.
• Commercially minded, with experience driving retention, renewals and account growth.
• Excellent communication, presentation and relationship-building skills.
• Experience delivering customer success plans, executive business reviews and adoption strategies.
• Strong problem-solving skills and the ability to manage complex customer situations and escalations.
• Experience using CRM and Customer Success platforms such as Salesforce and Gainsight.
• Highly organised, able to manage multiple strategic customers simultaneously while maintaining exceptional service levels.
• Passion for delivering outstanding customer outcomes and building long-term partnerships.

Why Join IRIS?

This is an opportunity to work with some of our most important customers, helping them achieve meaningful business outcomes while growing strategic partnerships. You'll play a key role in customer retention and growth, joining a collaborative team where your expertise will directly contribute to customer success and business performance.