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- Tasks: Support VIP customers in maximising value from IRIS accountancy software.
- Company: Join the innovative IRIS Software Group with a focus on customer success.
- Benefits: Competitive salary, commission, and hybrid working model.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: Experience in customer success and strong relationship-building skills.
The predicted salary is between 40000 - 50000 £ per year.
Manchester or Slough (Hybrid 2 days a week in office) 12 month FTC Competitive + Commission
We are looking for an experienced Customer Success Manager to join IRIS Software Group, supporting our market-leading accountancy 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 accountancy 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.
Customer Success Manager employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Success Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company and its products inside out. We want you to be able to discuss how you can drive product adoption and customer satisfaction with confidence. Show them you’re the perfect fit!
✨Tip Number 3
Practice your pitch! You’ll need to articulate how you can develop strong relationships with customers and strategic partners. We suggest rehearsing with a friend or in front of a mirror to nail that delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that Customer Success Manager position!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Success Manager role. Highlight your experience with customer relationships and any relevant software knowledge. We want to see how you can bring value to our team!
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 goals. Be genuine and let your personality come through.
Showcase Relevant Experience: When detailing your work history, focus on experiences that demonstrate your ability to manage customer portfolios and drive product adoption. We love seeing real examples of how you've made a difference in previous roles.
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 shows you’re keen to join our team!
How to prepare for a job interview at IRIS Software Group
✨Know Your Customer Success Fundamentals
Make sure you brush up on the key principles of customer success management. Understand how to build strong relationships with customers and what it means to be a trusted advisor. Be ready to discuss your past experiences in onboarding, retention, and driving product adoption.
✨Familiarise Yourself with IRIS Products
Dive deep into the IRIS accountancy software portfolio before your interview. Knowing the ins and outs of their products will not only impress your interviewers but also help you articulate how you can add value to their customers' journeys.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to manage customer relationships. Think of specific examples from your previous roles where you successfully resolved issues or improved customer satisfaction.
✨Showcase Your Data-Driven Approach
Be prepared to discuss how you use data to drive customer success. Familiarise yourself with tools like Gainsight and Customer Tracker dashboards, and be ready to explain how you would monitor customer health and create actionable insights from data.