Customer Success Operations Manager

Location: Manchester or Slough/Heathrow Approach, UK

This is a Permanent, Full Time vacancy that will close in 15 days at 23:59 BST.

Make a real impact by turning customer feedback into action. At IRIS, we build software that helps organisations thrive - and we’re just as committed to listening to our customers as we are to supporting their success. We’re looking for a Customer Success Operations Manager to take ownership of our customer feedback programmes and use insights to help shape customer experience across the business.

In this role, you’ll manage our NPS, Product NPS, and CSAT programmes, turning feedback into clear recommendations that influence how we retain customers, improve satisfaction, and deliver long-term value. You’ll work closely with teams across Customer Success, Sales, Product, Marketing, and Support—playing a key role in how we listen to customers and act on what they tell us. If you enjoy connecting the dots between data and decisions—and you’ve got experience working in customer-focused environments - this could be a brilliant next step in your career.

What Will You Be Doing?

• Managing and improving NPS, Product NPS, and CSAT initiatives
• Ensuring feedback is collected consistently and reported clearly
• Identifying the most relevant metrics to focus improvement efforts
• Analysing survey responses to highlight trends, risks, and opportunities
• Producing reports and presentations that engage a variety of stakeholders
• Segmenting insights to understand different customer journeys and needs
• Collaborating across teams
• Working closely with Product, Support, Marketing, and more to share insights
• Helping close the loop on customer feedback and tracking improvement actions
• Influencing customer success strategies through evidence-based recommendations
• Speaking directly with customers to deepen insights and resolve concerns
• Improving feedback processes and response rates
• Helping embed a customer-first mindset across the business
• Managing platforms such as Gainsight PX and ensuring feedback flows smoothly
• Keeping data accurate and reporting processes automated where possible

Who Are We Looking For?

• Experience running customer success operations or customer feedback programmes
• Ability to turn data into meaningful, actionable insight
• A strong track record of using insights to improve customer satisfaction and retention
• Confidence with tools like Gainsight PX, Tableau, Power BI or similar
• Strong communication and cross-functional collaboration skills
• A confident project manager—you can manage multiple priorities, meet tight deadlines, and take ownership of your work without needing close supervision
• Background in Customer Success, Product, Marketing or another customer-facing role
• Degree in Business, Marketing or a similar field is helpful—but equivalent experience matters just as much.

At IRIS, your growth matters as much as our customers’. You’ll find a supportive, inclusive culture, flexible working options, and opportunities to lead and shape how we serve our customers.

We offer:

• A collaborative, people-first culture
• Flexibility through hybrid working
• Competitive salary and benefits
• Opportunities to lead strategic projects
• 26 days’ holiday + bank holidays
• Private medical insurance, pension, and more

What Can You Expect From Our Application Process?

We know that exploring a new opportunity internally is a big decision. Our process is simple, supportive, and designed to help you succeed:

• Quick and simple—no long forms.
• A friendly chat with our Talent team and two short assessments (CCAT + EPP).
• The CCAT is a quick 15-minute timed test—best completed somewhere quiet with a pen and paper.
• The EPP is untimed, giving you space to work through it comfortably.
• A deeper dive into your experience and how you’d contribute to the team.
• Meet some of the stakeholders you’d work with and share your ideas.
• A strategic conversation with our Chief Customer Officer.

This is an exciting opportunity to grow your career and help IRIS deliver an even better customer experience. Apply today and help us put customer insight at the heart of everything we do.

About IRIS

As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools, and organisations. IRIS provides software solutions and services that substantially enhance operational compliance, efficiency, and accuracy, empowering the users of our technology to look forward with certainty and confidence.

IRIS is a company built on hiring the best people; our people are our greatest assets. They enable us to be the innovative, market-leading, and high-performing company that we are today. We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women. These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication, and recognition/reward. IRIS is committed to engaging, rewarding, and empowering our employees, and this is central to what we do.