IT Coach - Remote in Manchester

We support thousands of organisations across the UK with software that helps them work smarter, save time, stay compliant, and achieve more. Behind every successful customer is a team of Customer Success Managers and Renewals Specialists helping customers get value from our products, stay engaged, and continue their partnership with us.

We’re looking for a Performance Lead to help those teams perform at their very best. This is a dedicated performance-focused role across Customer Success and Renewals. You’ll focus on improving performance, strengthening coaching, embedding consistent standards, and using data to identify where action is needed.

You’ll work closely with leaders, managers, Learning & Development, and senior stakeholders to understand what is working, where performance is falling short, and what interventions are needed — whether behavioural, skills-based, structural, or process-led. If you’ve worked in Customer Success, Renewals, Account Management, Sales Enablement, Learning & Development, Revenue Operations, Commercial Performance, or another customer-focused SaaS environment - and you have strong experience improving people performance - we’d love to hear from you.

This role has been created to help build and sustain a high-performance culture across Customer Success and Renewals. You’ll help managers become stronger coaches, help new starters ramp successfully, and help individuals who are behind target or struggling with KPIs get structured support. You’ll ensure performance expectations are clear, fairly applied, documented where needed, and regularly reviewed.

Your work will directly influence customer retention, revenue growth, customer satisfaction, customer health, new starter ramp time, team productivity, employee development, manager effectiveness, and Customer Success and Renewals culture. This is a standalone specialist role reporting directly to our VP, Customer Success. You’ll work across our Accountancy, Education, and Commercial divisions, partnering closely with Customer Success Directors, Renewals Leaders, frontline managers, Learning & Development, and senior leadership teams.

One day you might be coaching a manager on better 1:1s and performance conversations. The next you could be analysing performance data to identify trends, risks, and opportunities. You might be supporting a new starter with a structured ramp plan, helping an individual who is behind target, reviewing call quality and activity data, or presenting performance insights to senior leaders.

• Manager Enablement & Coaching
• Partner with frontline managers to improve the quality and consistency of performance management.
• Coach managers on effective 1:1s, SMART goal setting, feedback, accountability, and performance follow-up.
• Help managers build a clear cadence of reviews, check-ins, and performance conversations.
• Support managers in identifying underperformance early and addressing it in a fair, constructive, and consistent way.

• Individual Performance Support
• Coach and support Customer Success and Renewals colleagues to improve performance, confidence, and capability.
• Support structured performance improvement plans, ensuring expectations, actions, progress, and follow-up are clearly documented.
• Help individuals build the skills, behaviours, and activity levels needed to improve performance.
• Help new hires settle in, understand expectations, and become successful more quickly.
• Work with managers and Learning & Development to ensure new starters have clear ramp plans and appropriate support.
• Use performance data, manager feedback, call reviews, and activity measures to identify development needs.
• Feed back insight from new hire performance trends to help improve onboarding and training.

• Data-Led Performance Improvement
• Use performance data to identify trends, risks, gaps, and opportunities.
• Turn data into practical actions, recommendations, and interventions.
• Work with CRM platforms such as Salesforce and performance reporting tools to extract, interpret, and challenge performance data independently.
• Use KPI frameworks and activity-based performance management to understand what is driving performance.
• Track and interpret measures such as retention, GRR, NRR, customer health, CSAT, NPS, RAG status, call quality, CTA completion, activity levels, target attainment, new starter ramp progress, and team performance.
• Provide regular performance updates to the VP, Customer Success, highlighting risks, successes, trends, and recommended actions.

• Building a High-Performance Culture
• Ensure high performance is recognised and celebrated.
• Help underperformance be addressed early, constructively, and fairly.
• Encourage accountability, ownership, continuous improvement, and development.

You may currently work in Customer Success, Customer Success Operations, Renewals, Account Management, Sales Enablement, Revenue Operations, Learning & Development, Commercial Performance, Customer Experience, Performance Coaching, or Enablement. Most importantly, you’ll have strong experience helping people improve performance and achieve better results in a customer-facing or commercial environment.

Proven experience in Customer Success, Renewals, SaaS, subscription, or a customer-facing commercial environment. Strong understanding of how Customer Success and Renewals teams operate, what drives performance, and the metrics that matter. Experience in performance management, enablement, coaching, or people development. Strong working knowledge of KPI frameworks, activity-based performance management, and how to translate data into action. Experience coaching and developing both frontline managers and individual contributors. Evidence of improving performance through coaching, development, structured interventions, or performance improvement activity. Experience supporting underperforming individuals through structured improvement plans, including clear expectations, documentation, follow-up, and process management. Confidence working with CRM platforms such as Salesforce and performance reporting tools. Ability to extract, interpret, and challenge performance data independently. Experience influencing managers and stakeholders to take action based on performance insight. Excellent communication and relationship-building skills, with the confidence to challenge constructively. Significant experience in a commercial or customer-facing environment, including time focused on performance, enablement, coaching, or people development. Experience in software, SaaS, scale-up, high-growth, Learning & Development, Enablement, Performance Coaching, or Commercial Performance environments. Formal coaching training or coaching qualifications, such as ILM, ICF, or similar. Experience working with Learning & Development teams to design or deliver training aligned to commercial performance outcomes.

You enjoy helping people succeed, are comfortable working with people and data, can turn insight into action, support people constructively while holding them accountable, challenge stakeholders positively, communicate clearly, stay calm during difficult conversations, and care about measurable outcomes. This is a highly visible role where you’ll help shape how performance is managed, coached, supported, and improved across Customer Success and Renewals. You’ll work closely with senior leaders and influence customer retention, revenue growth, customer satisfaction, employee development, and team performance.

1️⃣ Apply online 2️⃣ Initial Interview (plus Online Assessments) A chat with our Talent team. A discussion with our Customer Success leadership team focused on your experience, approach to coaching, and performance improvement expertise. A panel interview with our VP, Customer Success, Director, Customer Success, and Chief Customer Officer.

Together, we help thousands of customers achieve more with software that simplifies complex processes, saves time, and supports long-term success.