At a Glance
- Tasks: Support key customers in maximising value from our HCM software solutions.
- 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: Work in an inclusive environment where your ideas matter.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- 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 Bolton employer: IRIS Software Group
IRIS Software Group is an exceptional employer, offering a dynamic work culture that prioritises employee growth and collaboration. With a commitment to inclusivity and innovation, employees are empowered to shape processes and contribute to the success of our market-leading HCM software portfolio. Located in Manchester or Slough, this hybrid role provides a competitive salary and commission structure, alongside clear progression paths within a certified Great Place to Work.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Bolton
✨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 success stories! During interviews, let’s share specific examples of how we’ve helped customers achieve their goals. This will demonstrate our value and experience in a relatable way.
✨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 Bolton
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 customer satisfaction and retention.
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 their goals.
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 stakeholders in previous roles.
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 Software Group
✨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 will show that you’re not just familiar with the role but also passionate about driving customer outcomes.
✨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 and helped clients achieve their goals. This is crucial for a Customer Success Manager, so make sure to highlight your interpersonal skills.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss challenges you've faced in previous roles and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help the interviewers see your resilience and adaptability, which are key traits for this position.
✨Familiarise Yourself with IRIS Products
Take some time to research IRIS Software Group and its HCM software portfolio. Understanding their products and services will allow you to speak confidently about how you can help customers maximise their value. It shows initiative and genuine interest in the company.
