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: Be part of a certified Great Place to Work with an inclusive environment.
- Why this job: Make a real impact by helping customers achieve long-term 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 employer: IRIS Software Group
IRIS Software Group is an exceptional employer, offering a dynamic work environment in Manchester or Slough with a hybrid model that promotes work-life balance. As a certified Great Place to Work, we prioritise employee growth and inclusivity, providing clear progression paths and opportunities to shape our customer success processes. Join us to make a meaningful impact while enjoying competitive compensation and a supportive team culture.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨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 about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by knowing your stuff! Dive deep into IRIS's HCM software portfolio and think about how your experience aligns with their needs. We want to show them we’re the perfect fit!
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on those key responsibilities like managing VIP customers and driving product adoption. Let’s nail those answers!
✨Tip Number 4
Don’t forget to follow up! After the interview, shoot a thank-you email to express our appreciation. It’s a great way to keep us on their radar and show we’re genuinely interested in the role.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in managing customer relationships and any relevant achievements that align with the job description.
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past roles to show how you’ve successfully managed customer portfolios and driven product adoption.
Be Personable:Remember, we’re looking for someone who can build strong relationships. Let your personality shine through in your application. A friendly tone can go a long way in making a great first impression!
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 don’t miss out on any important updates during the process.
How to prepare for a job interview at IRIS Software Group
✨Know Your Customer Success Fundamentals
Before the interview, 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 experience in managing customer portfolios and driving product adoption.
✨Showcase Your Communication Skills
As a Customer Success Manager, communication is key. Prepare examples that highlight your verbal and written communication skills, especially in presenting to senior stakeholders. Think about times when you successfully resolved issues or escalated concerns effectively.
✨Demonstrate Your Problem-Solving Abilities
Be prepared to discuss specific challenges you've faced in previous roles and how you overcame them. Highlight your attention to detail and organisational skills by sharing examples of how you managed multiple strategic customers simultaneously.
✨Familiarise Yourself with IRIS Products
Research IRIS Software Group's HCM software portfolio and understand its features and benefits. This will not only show your interest in the company but also help you align your answers with how you can contribute to customer success using their solutions.
