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- Tasks: Support key customers in maximising value from our accountancy software throughout their journey.
- Company: Join IRIS Software Group, a leader in UK Accountancy software with a vibrant culture.
- Benefits: Enjoy clear progression paths, inclusive environment, and recognition as a Great Place to Work.
- Why this job: Be a trusted advisor and make a real impact on customer success and satisfaction.
- Qualifications: 4+ years in Customer Success or Account Management, strong relationship-building skills required.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
The predicted salary is between 36000 - 60000 £ 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 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.
Experience & Qualifications
Essential
- 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.
Desirable
- Experience with SaaS or accountancy software.
- 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 Accountancy 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 Business Partner in Manchester employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Business Partner in Manchester
✨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 Business Partner role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by understanding IRIS's products inside out. Familiarise yourself with their accountancy software portfolio and think about how you can help customers maximise value. Show us that 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 built relationships and driven customer success in previous roles. We want to hear about your wins and how you overcame challenges—make it memorable!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining the IRIS team. Let’s get you started on this exciting journey!
We think you need these skills to ace Customer Success Business Partner in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Business Partner role. Highlight your experience in managing strategic customers and how you've built strong relationships in previous roles. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of communication with senior stakeholders, it's crucial to demonstrate your verbal and written communication skills. Use clear, concise language in your application and consider including examples of successful presentations or reports you've delivered.
Highlight Relevant Experience: Don’t forget to mention any experience you have with SaaS or accountancy software. If you've worked with customer success platforms like Gainsight, make that known! We love seeing candidates who understand our products and can hit the ground running.
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 on joining our team at IRIS Software Group!
How to prepare for a job interview at IRIS Software Group
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success. Understand key metrics like retention rates and customer satisfaction scores. Be ready to discuss how you’ve used these metrics in past roles to drive value for customers.
✨Showcase Your Relationship-Building Skills
Prepare examples that highlight your ability to build strong relationships with customers and stakeholders. Think about times when you acted as a trusted advisor and how you navigated complex situations to achieve positive outcomes.
✨Demonstrate Your Problem-Solving Abilities
Be ready to share specific instances where you resolved customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers and show how your actions led to successful resolutions.
✨Familiarise Yourself with IRIS Products
Research IRIS Software Group’s accountancy software portfolio and understand its features and benefits. This will not only help you answer questions confidently but also demonstrate your genuine interest in the role and the company.
