At a Glance
- Tasks: Support key customers in maximising value from our market-leading accountancy software.
- Company: Join IRIS Software Group, a leader in UK HCM software.
- Benefits: Competitive salary, commission, hybrid work, and clear progression paths.
- Other info: Inclusive culture where your ideas can shape processes and career growth.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 4+ years in Customer Success or Account Management with strong relationship-building skills.
The predicted salary is between 40000 - 50000 € per year.
We are looking for an experienced Customer Success Business Partner (CSBP) to join IRIS Software Group, supporting our market-leading accountancy software portfolio.
As a CSBP, 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 HCM 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 in London employer: IRIS Software Group
IRIS Software Group is an exceptional employer, offering a dynamic work culture that prioritises employee growth and collaboration. With a competitive salary and commission structure, along with the flexibility of a hybrid working model in Manchester or Slough, employees are empowered to thrive in their roles while contributing to meaningful customer success outcomes. Join us to be part of a certified Great Place to Work, where your contributions are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to current employees at IRIS Software Group on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by understanding the company’s products inside out. Dive into their accountancy software portfolio and think about how you can help customers maximise value. Show them you’re not just a candidate, but a potential trusted advisor!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've successfully managed customer relationships in the past. Highlight your project management skills and how you’ve driven product adoption and customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at IRIS Software Group. Let’s get you that interview!
We think you need these skills to ace Customer Success Manager in London
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 relevant experience in customer success, account management, or similar roles, and show us how you can bring value to our team.
Showcase Your Skills:We want to see your project management and relationship-building skills shine through. Use specific examples from your past experiences to demonstrate how you've successfully managed strategic customers and driven product adoption.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured content that makes it easy for us to see your qualifications and fit for the role. Avoid jargon and focus on what matters most.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing candidates who take the initiative to connect with us directly.
How to prepare for a job interview at IRIS Software Group
✨Know Your Customer Success Stuff
Make sure you brush up on your knowledge of customer success principles and best practices. Understand how to build strong relationships with customers and how to drive product adoption. Be ready to share examples from your past experiences where you've successfully managed customer accounts.
✨Showcase Your Communication Skills
As a Customer Success Manager, communication is key. Prepare to demonstrate your verbal and written communication skills during the interview. You might be asked to present a case study or explain how you would handle a specific customer scenario, so practice articulating your thoughts clearly and confidently.
✨Understand IRIS Products Inside Out
Familiarise yourself with IRIS's software portfolio and any recent updates or features. This will not only show your genuine interest in the company but also help you discuss how you can align their solutions with customer needs. Being knowledgeable about their products will set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities and customer management skills. Think of situations where you've had to resolve issues or improve customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
