Customer Success Manager (CSM), AI CX SaaS, Central London (up to £45k base + bonus)

IRIS is harnessing the science of sound, dramatically improving how people experience audio across all digital platforms. Since launching in 2018, IRIS has developed a suite of patented products that leverage decades of research into the effects of sound on the brain, prioritising focus, productivity, and wellness for all. Our flagship products IRIS Clarity and IRIS SDK use cutting-edge AI-driven voice isolation to eliminate noise from both sides of customer calls, leaving only the conversation and proven to drive agent focus, productivity and customer experience.

The customer success manager role will bring a vital capability into our operation as we roll out to new clients and manage a diverse portfolio of existing clients across our product suite. As such, this role is a mix of customer success and leading customer support.

Role objectives:

• Work closely with the VP Sales and COO to operate, build and own a CSM / CS function.
• In partnership with the VP sales and wider sales function, own the relationship with IRIS customers from deployment through in-life account management.
• Key focus areas will be onboarding, implementation, training, adoption, retention, and satisfaction.
• Establish your relationship with customers, you must be their trusted and strategic advisor to help ensure the continued value of our products and services are recognised.
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from technical and marketing team mates.
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
• Develop and own customer-success and support metrics and drive through the organisation, including C suite and board level.

Responsibilities:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity and highlighting best practices.
• Be a primary contact in the event of support issues, working with support, product and engineering where required.
• Facilitate interaction and workflow among project team members, including partners.
• Set an engagement plan with each customer and prepare key documentation and visuals of performance ahead of meetings.
• Work with sales and marketing teams to boost customer referrals and develop case studies.

Required Skills and Qualifications:

• 3+ years of experience in customer success.
• Strong skills in verbal and written communications, strategic planning, and project management.
• Experience of CRM systems, ideally Hubspot or similar.
• Analytical and process-oriented mindset.
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Ambition to build and lead the CSM function.
• Technically minded with an understanding of software deployments such as SDKs, APIs etc.

Working at IRIS:

As a brand which lives and breathes audio and wellness, you can imagine the office vibe, we work hard, but we also have a good time along the way. Fully stocked fridge with refreshments, unlimited tea, coffee and soft drinks and of course, Thursday team socials. We are a start up, so you have to buy into the journey, but we are seeking people who stay with us for the long term and share in the company’s success. This role is based at the IRIS HQ just off Oxford Street, and we achieve a lot through all working together in that environment, however we operate a flexible working style and embrace the outside pursuits and day to day lives of our team.

The process:

If you’re interested please send your CV (no more than two pages unless you want to bore us) to & or apply directly via our recruitment page on LinkedIn. Video interviews are happening immediately for short listed candidates. Full interviews will follow with the super short-list in the coming weeks. Incredibly important: NO AGENCIES.

Seniority level: Mid-Senior level

Employment type: Full-time

Industries: Software Development