Customer Success Director - Accountancy

Overview

🚀 We\’re Hiring: Director, Customer Success – Accountancy Vertical | IRIS Software Group

Ready to lead customer success for one of the UK’s most recognized SaaS brands?

At IRIS Software Group, we\’re on a mission to ensure our customers get it right — first time, every time. As one of the UK’s largest privately held software companies, we serve 120,000+ customers globally, including 91 of the top 100 UK accountancy firms.

We\’re now looking for a Director of Customer Success to lead our Accountancy Vertical, overseeing the full customer journey — onboarding, adoption, migrations, renewals, and long-term value delivery.

Responsibilities

• Lead and scale a high-performing customer success organisation across the accountancy product portfolio
• Own key customer outcomes — GRR, NRR, CSAT, NPS, and retention metrics
• Shape and optimise the end-to-end customer journey, working cross-functionally with Sales, Product, Support, Marketing, and Finance
• Champion the voice of the customer — using insights to influence product strategy, pricing models, and service delivery
• Act as a strategic partner, escalation point, and internal advocate for our customers
• Drive productivity and engagement within the CS, Onboarding, and Adoption teams
• Collaborate with leadership on customer growth strategies and long-term planning

Qualifications

• 15+ years in Customer Success, Account Management, or customer-facing leadership
• Experience in B2B SaaS — ideally with accountancy software or financial verticals
• Strong track record of achieving retention and satisfaction targets in complex, multi-product environments
• Data-driven mindset — comfortable using customer health metrics and feedback to drive decisions
• Inspiring leader who can scale teams, influence at C-level, and manage change with confidence
• A natural collaborator who thrives in cross-functional leadership roles
• Be part of a high-growth software business backed by Hg Capital
• Join a people-first, customer-obsessed culture
• Help shape the future of customer success across a critical vertical
• Competitive package, meaningful work, and real autonomy
• Remote-first and flexible working environment

Ready to apply

🔗 Ready to take the lead?

Apply now or reach out for a confidential conversation.

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