At a Glance
- Tasks: Support key customers in maximising value from IRIS accountancy software throughout their journey.
- Company: Join IRIS Software Group, a leader in UK accountancy software with a growth mindset.
- Benefits: Hybrid work model, competitive salary, and clear progression paths.
- Other info: Dynamic environment with opportunities for professional growth and collaboration.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 4+ years in Customer Success or Account Management, strong relationship-building skills.
The predicted salary is between 50000 - 65000 € 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.
- 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.
- Oversee the end-to-end customer journey, including onboarding, implementation, Go Live Reviews, adoption, and ongoing optimisation to ensure rapid time to value.
- 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.
- 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.
- 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.
Strong project management and organisational skills.
Excellent relationship-building capabilities, including at senior stakeholder level.
Experience with SaaS or accountancy software.
Familiarity with customer success platforms such as Gainsight.
Why join IRIS Software Group? Join one of the leaders in UK Accountancy software at an exciting stage of growth with clear cut progression paths.
CSM Manager in Manchester employer: IRIS Software Group
IRIS Software Group is an exceptional employer that prioritises employee growth and development, offering clear progression paths within a dynamic and supportive work culture. With a focus on collaboration and innovation, employees enjoy the benefits of hybrid working arrangements in vibrant locations like Manchester, Slough, or Leeds, while contributing to meaningful customer success outcomes in the accountancy software sector.
StudySmarter Expert Advice🤫
We think this is how you could land CSM Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its products. We want you to be able to discuss how your experience aligns with their needs, especially in Customer Success. Show them you’re not just another candidate!
✨Tip Number 3
Practice your pitch! You should be able to clearly articulate your value and how you can help customers achieve success. We recommend rehearsing with a friend or in front of a mirror until you feel confident.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. We suggest mentioning something specific from your conversation to remind them why you’re the perfect fit for the role.
We think you need these skills to ace CSM Manager in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of a Customer Success Business Partner. Highlight your experience in customer success, account management, and any relevant SaaS or accountancy 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 mission at IRIS Software Group. Be genuine and let your personality come through – we love that!
Showcase Your Achievements:When detailing your experience, focus on specific achievements and outcomes you've delivered in previous roles. Use metrics where possible to demonstrate your impact, especially in areas like retention and growth. We’re all about results!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing candidates who take that extra step!
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 the specific challenges faced by accountancy software users. Familiarise yourself with IRIS's products and services, as well as any recent updates or features that could benefit customers.
✨Showcase Your Relationship-Building Skills
Prepare examples from your past experiences where you've successfully built relationships with clients or stakeholders. Highlight how you’ve acted as a trusted advisor and helped customers achieve their goals, especially in high-stakes situations.
✨Demonstrate Project Management Prowess
Be ready to discuss your project management skills and how you've managed customer journeys in previous roles. Use specific examples to illustrate how you’ve overseen onboarding, implementation, and ongoing optimisation to ensure customers get rapid time to value.
✨Engage with Data and Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer success, such as retention rates and lifetime value. Be prepared to discuss how you’ve used data to drive decisions and improve customer outcomes in your previous roles.
