At a Glance
- Tasks: Support key customers in maximising value from our HCM software throughout their journey.
- Company: Join IRIS Software Group, a leader in UK software with a collaborative culture.
- Benefits: Competitive salary, commission, hybrid work, and clear progression paths.
- Other info: Be part of a certified Great Place to Work with an inclusive environment.
- Why this job: Make a real impact by helping customers achieve long-term success with innovative solutions.
- Qualifications: 4+ years in Customer Success or Account Management, strong relationship-building skills.
The predicted salary is between 40000 - 50000 € per year.
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.
- 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.
- 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.
Customer Success Manager in Manchester employer: Iris Recruitment
IRIS Software Group is an exceptional employer that prioritises employee growth and development, offering clear progression paths within a dynamic and inclusive work environment. With a strong focus on collaboration and customer success, employees are empowered to make meaningful contributions while enjoying the benefits of a hybrid working model in vibrant locations like Manchester and Slough. Join us to be part of a certified Great Place to Work, where your ideas and expertise will help shape the future of our market-leading HCM software solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at IRIS Software Group on LinkedIn. A friendly chat can give us insider info and maybe even a referral, which can really boost our chances.
✨Tip Number 2
Prepare for the interview by researching common Customer Success Manager scenarios. We should be ready to discuss how we’d handle onboarding or customer retention challenges, showing that we know our stuff and can think on our feet.
✨Tip Number 3
Showcase our soft skills! During interviews, let’s highlight our relationship-building abilities and problem-solving skills. Use examples from past experiences to demonstrate how we’ve successfully managed customer relationships.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can leave a lasting impression. Plus, it shows we’re proactive and genuinely interested in joining the team.
We think you need these skills to ace Customer Success Manager in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Success Manager role. Highlight your experience in managing customer relationships and any relevant achievements that showcase your ability to drive product adoption and customer satisfaction.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your skills align with our needs. Be specific about how you can help our customers achieve meaningful outcomes.
Showcase Your Communication Skills:As a CSM, strong communication is key. In your application, demonstrate your verbal and written communication skills. Consider including examples of how you've effectively communicated with senior stakeholders or resolved customer issues.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Iris Recruitment
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success management. Understand key metrics like NPS, retention rates, and how to create effective Customer Success Plans. This knowledge will help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with customers in the past. Think about specific instances where you acted as a trusted advisor or resolved conflicts. This will highlight your ability to connect with stakeholders and manage their needs effectively.
✨Familiarise Yourself with IRIS Products
Take some time to research IRIS's HCM software portfolio. Understanding the products and their benefits will allow you to speak confidently about how you can help customers maximise their value. Mentioning specific features during the interview can set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and adaptability. Think through potential challenges you might face as a Customer Success Manager and how you would address them. This preparation will showcase your critical thinking and readiness for the role.
