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.
Locations
Customer Success Manager in Cheshire, Warrington 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 Cheshire, Warrington
✨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 your chances.
✨Tip Number 2
Prepare for the interview by researching common Customer Success Manager scenarios. Think about how you’d handle onboarding or resolving customer issues. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your communication skills! During interviews, be clear and concise. Use examples from your past experiences to demonstrate how you’ve built relationships and driven customer success.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind. Plus, it shows we’re genuinely interested in the role and appreciate the opportunity.
We think you need these skills to ace Customer Success Manager in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly 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 your experience with HCM software or similar products, and don’t forget to mention your project management skills.
Showcase Your Communication Skills:As a CSM, communication is key! In your application, demonstrate your strong verbal and written communication skills. Whether it's through your CV, cover letter, or any additional materials, make sure we can see your ability to engage with stakeholders at all levels.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
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 retention rates and customer satisfaction scores, as well as how to build strong relationships with clients. This will show that you’re not just familiar with the role but also passionate about driving customer outcomes.
✨Prepare for Scenario Questions
Expect to be asked about specific scenarios you might face as a Customer Success Manager. Think of examples from your past experience where you successfully managed customer relationships or resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Research IRIS Software Group
Dive deep into understanding IRIS Software Group’s products and services, especially their HCM software portfolio. Familiarise yourself with their mission, values, and recent developments. This knowledge will help you tailor your responses and demonstrate your genuine interest in the company during the interview.
✨Showcase Your Communication Skills
As a CSM, communication is key. During the interview, practice articulating your thoughts clearly and confidently. Be prepared to discuss how you would manage day-to-day communications with customers and internal teams. Highlight any experience you have with presentations or leading meetings, as this will be crucial in your role.
