Performance Specialist - Customer Success & Renewals in Manchester

At IRIS, we build software that helps organisations work smarter, save time, stay compliant, and achieve more. Our customers rely on our products every day, and our Customer Success and Renewals teams play a key role in helping them get value, stay engaged, and continue their partnership with us. We’re now looking for a Customer Success & Renewals Performance Coach to help our teams continue moving from a reactive, ticket-based way of working to a more proactive, outcome-led and commercially confident approach. This is a hands-on coaching and enablement role. You won’t be line managing the team. Instead, you’ll be visible with our Customer Success Managers and Renewals Specialists, helping people understand what good looks like, improve customer conversations, build confidence, and turn the right behaviours into everyday habits. You’ll work closely with managers, leaders and Learning & Development to make performance improvement practical, clear and consistent.

Why This Role Matters

Great Customer Success is about more than answering queries or closing tickets. It is about understanding what the customer is trying to achieve, helping them get value from our products, spotting risk early, building strong relationships, and supporting retention and renewal. That shift takes coaching, consistency and reinforcement. That’s where you come in. You’ll help our teams build the confidence, skills and commercial awareness needed to have better customer conversations and drive better outcomes. Simply put, you’ll help make the change happen day to day.

What You'll Be Doing

No two weeks will look exactly the same. One day you might be sitting with a Customer Success Manager to review how they approached a customer conversation. The next, you might be helping a Renewals Specialist build confidence around a commercial discussion, supporting a new starter with their ramp plan, or working with a manager to reinforce consistent expectations across their team. You might listen to calls, review CRM activity, look at performance trends, share best practice, or coach someone through how to handle a difficult customer situation. Your role will include:

• Coaching Customer Success and Renewals colleagues: You’ll provide practical, supportive coaching to help people improve their performance, confidence and customer conversations. This could include coaching around customer ownership, renewal conversations, adoption, value, risk, follow-up, objection handling, call quality, activity levels or customer engagement.
• Helping the team move from ticket-led to outcome-led: You’ll help reinforce the shift from simply responding to customer requests to taking ownership of customer outcomes. You’ll encourage people to think beyond the immediate query and ask: what is the customer trying to achieve, are they getting value, is there a risk we need to act on, and how do we support retention and renewal?
• Supporting managers: You won’t replace managers, but you will help them land the message. You’ll work with frontline managers to reinforce expectations, share themes, support coaching conversations and help build consistency across teams.
• Supporting new starters: You’ll help new colleagues ramp up successfully by giving them practical support, guidance and feedback. You’ll also feed back common themes that could improve onboarding, training or early-stage support.
• Using data and insight to guide action: You don’t need to be a data analyst, but you do need to be comfortable using performance information to spot patterns and focus your coaching. This could include CRM activity, call quality, customer feedback, renewal progress, customer health, activity levels, target progress, new starter ramp or manager feedback.
• Sharing best practice: You’ll help create consistency by spotting what is working well and sharing it across teams. This might include coaching guides, call examples, conversation prompts, playbooks, checklists or simple best-practice resources.

What We’re Looking For

We’re less interested in job titles and more interested in relevant experience. You may currently be, or have previously been, a Customer Success Manager, Senior Customer Success Manager, Renewals Manager, Senior Renewals Specialist, Account Manager, Senior Account Manager, Customer Success Team Leader, Renewals Team Leader, Customer Success Coach, Customer Success Enablement Specialist, Sales Enablement Specialist, Commercial Enablement Specialist, Customer Experience Coach or Performance Coach. This could be a great move if you have previously managed a Customer Success, Renewals or Account Management team and now want to step away from direct line management while still helping people improve. It could also suit a strong Senior CSM, Renewals Specialist or Account Manager who is known for doing the job well and now wants to pass on their experience to others.

Essential Experience

You’ll likely be a strong fit if you have:

• Experience in Customer Success, Renewals, Account Management, SaaS, subscription services, or another customer-facing commercial environment.
• A good understanding of what makes customer-facing teams successful.
• Confidence coaching others and helping people improve through practical feedback.
• Experience supporting customer conversations linked to value, adoption, retention, renewal, risk or commercial outcomes.
• The ability to help teams move from reactive customer handling to proactive, outcome-led customer conversations.
• Comfort using performance information, CRM activity, call reviews, customer feedback or manager insight to spot where support is needed.
• Strong communication skills and the confidence to give clear, constructive feedback.
• The ability to build trust quickly with frontline colleagues and managers.
• A practical, hands-on approach and the confidence to be visible with the team.
• A genuine interest in helping people improve and succeed.

Desirable Experience

It would be useful, but not essential, if you also have:

• Experience in a software or SaaS business.
• Experience supporting Customer Success or Renewals teams.
• Experience using Salesforce or another CRM system.
• Experience in coaching, enablement, training or performance improvement.
• Experience supporting new starter onboarding or ramp-up.
• Experience reviewing calls, customer conversations, activity data or quality measures.
• Experience helping teams become more commercially confident.

You'll Thrive In This Role If You...

• Enjoy being close to the team and making things happen day to day.
• Like coaching people in real situations, not just in formal training sessions.
• Can explain things clearly and simply.
• Know how to challenge people positively while keeping trust.
• Are confident speaking to both frontline colleagues and managers.
• Can spot when someone needs extra support and help them take practical next steps.
• Care about customer outcomes, not just activity.
• Understand that performance improvement is about habits, consistency and follow-through.
• Want to help a team change how it thinks, works and talks to customers.

Why Apply?

This is a great opportunity to use your Customer Success, Renewals, Account Management or commercial experience in a different way. You’ll help shape how our teams work, coach people through real customer conversations, and support a shift towards a more proactive, outcome-led and commercially confident way of working. You’ll have a hands-on coaching role with visible impact, the chance to support Customer Success and Renewals teams directly, and the opportunity to pass on your experience without directly line managing a team.

What Can You Expect From Our Application Process?

We like to keep things simple, transparent, and fair:

1. Apply online: Just upload your CV and tell us why you’re interested in the role.
2. Initial Interview (plus Online Assessments): A chat with our Talent team. Two short assessments: CCAT (15-minute timed test) and EPP (untimed personality questionnaire).
3. Stage One: A discussion with our Customer Success leadership team focused on your experience, approach to coaching, and performance improvement expertise.
4. Stage Two: A panel interview with our VP, Customer Success, Director, Customer Success, and Chief Customer Officer.

At IRIS, we help thousands of customers achieve more with software that simplifies complex processes, saves time, and supports long-term success. This role is about helping our people do the same: building confidence, improving conversations, and creating better outcomes for our customers.