At a Glance
- Tasks: Transform customer data into actionable insights that drive business decisions and improve customer experience.
- Company: Join IRIS Software Group, a leader in customer success and retention.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and customer success.
- Why this job: Make a real impact by shaping customer strategies and influencing key business decisions.
- Qualifications: Strong analytical skills, experience in customer analytics, and excellent communication abilities.
The predicted salary is between 60000 - 75000 £ per year.
This is a role where insight genuinely influences business decisions. We’re hiring a Senior Manager, Business Intelligence to help shape how IRIS Software Group understands, supports, and retains its customers. This role sits at the centre of our Customer Success and Renewals organisation. Your job is to turn customer data into clear, meaningful insight that helps the business protect recurring revenue, improve customer experience, and make smarter strategic decisions. You’ll work across customer behaviour, retention, renewals, support performance, and customer sentiment – helping senior leaders understand what’s working, what isn’t, and where we need to act. This is a brilliant opportunity for someone who enjoys combining analytics, commercial thinking, and storytelling through data in a fast-moving SaaS environment.
Why This Role Matters
- Why customers stay
- Why customers leave
- Which customers are at risk
- What impacts retention and renewals
- How support and customer experience influence revenue
- Where teams should focus to improve outcomes
Your insight will help shape decisions across Customer Success, Renewals, Product, Support, and Executive leadership teams. You’ll also play a key role in helping IRIS strengthen customer retention across a large multi-product software business.
About the Team You’ll Join
You’ll join our Customer Operations function and report directly to the Director of Customer Revenue Operations. You’ll work closely with teams across:
- Customer Success
- Renewals
- Support
- Product
- Commercial Operations
This role acts as the central owner of customer intelligence reporting and insight across IRIS. You’ll become a trusted partner to senior stakeholders who rely on your insight to make strategic decisions.
What You’ll Be Doing
- Turning complex customer data into clear business insight. You’ll bring together data from platforms including Salesforce, Gainsight, and our data warehouse to build a clear picture of customer health, retention, renewals, and churn. You’ll help create a single source of truth for customer reporting across the business.
- Understanding why customers stay or leave. You’ll analyse customer behaviour and identify patterns around:
- Churn
- Retention
- Renewal performance
- Product usage
- Pricing sensitivity
- Producing insight for senior leadership. You’ll build reporting and insight packs used across leadership meetings, ExCo discussions, and Board-level conversations. A big part of the role is simplifying complex data into clear, decision-ready stories for non-technical audiences.
- Helping teams identify risk earlier. You’ll support the development of smarter customer health models and early-warning indicators that help teams identify at-risk customers before renewal dates arrive. Your work will directly support customer retention and recurring revenue growth.
What We’re Looking For
We’re looking for someone who combines strong analytical capability with commercial awareness and excellent communication skills. You’ll likely be a strong fit if you have experience in areas such as:
- Customer Analytics
- Revenue Operations
- Customer Success Operations
- Renewals or Retention Analytics
You’ll probably also bring:
- Experience working within a B2B SaaS or subscription software business
- Strong SQL and data analysis capability
- Experience working with large datasets from multiple systems
- Experience using Salesforce, Gainsight, or similar customer platforms
- Experience with BI tools such as Power BI, Tableau, or Looker
- Strong understanding of SaaS metrics including ARR, GRR, NRR, churn, and retention
- Confidence presenting insight to senior stakeholders
- The ability to explain complex information clearly and simply
- Experience influencing decisions through data and insight
Experience with customer health scoring, predictive analytics, or PE-backed software businesses would be beneficial.
What Success Looks Like
Within your first 12 months, you’ll help establish:
- A trusted reporting framework for customer retention across IRIS
- Better visibility of churn drivers and customer risk
- Stronger insight into customer behaviour and renewal performance
- More proactive retention planning across the business
Customer Intelligence Manager employer: IRIS Software Group
IRIS Software Group is an exceptional employer that values insight-driven decision-making and fosters a collaborative work culture. As a Customer Intelligence Manager, you'll have the opportunity to influence key business strategies while working alongside dedicated teams in a fast-paced SaaS environment. With a strong focus on employee growth, IRIS offers comprehensive training and development opportunities, ensuring you can thrive and make a meaningful impact on customer success and retention.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Intelligence Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. The more you engage with others, the better your chances of landing that Customer Intelligence Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your analytical capabilities and how you've turned data into actionable insights. This will help you stand out when chatting with potential employers.
✨Tip Number 3
Practice your storytelling! When discussing your experience, focus on how your insights have influenced business decisions. Make it relatable and clear, so even non-technical folks can grasp the impact of your work.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining us. Tailor your application to show how your skills align with the Customer Success and Renewals goals at IRIS Software Group.
We think you need these skills to ace Customer Intelligence Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Intelligence Manager role. Highlight your experience with customer analytics and how it aligns with our mission at IRIS Software Group. We want to see how you can turn data into actionable insights!
Showcase Your Storytelling Skills:In your application, don’t just list your skills; tell us how you've used them to influence decisions in previous roles. We love candidates who can simplify complex data into clear narratives that resonate with non-technical audiences.
Highlight Relevant Experience:Be sure to mention any experience you have with SaaS metrics, SQL, or BI tools like Power BI or Tableau. This is crucial for the role, and we want to see how your background can help us improve customer retention and revenue growth.
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 this exciting opportunity. Don’t miss out on the chance to join our team!
How to prepare for a job interview at IRIS Software Group
✨Know Your Data Inside Out
Before the interview, dive deep into customer analytics and retention metrics. Familiarise yourself with key terms like ARR, GRR, and churn rates. Being able to discuss these concepts confidently will show that you understand the core of the role.
✨Craft Your Storytelling Skills
Prepare to explain complex data insights in a simple, engaging way. Think about how you can turn your past experiences into compelling stories that highlight your analytical skills and how they’ve influenced business decisions.
✨Research the Company’s Customer Success Strategies
Look into IRIS Software Group’s approach to customer success and renewals. Understanding their current strategies will help you tailor your responses and demonstrate how your insights can align with their goals.
✨Prepare Questions for Senior Stakeholders
Think of insightful questions to ask during the interview. This could be about their current challenges in customer retention or how they measure success. It shows your interest in the role and helps you gauge if it’s the right fit for you.
