At a Glance
- Tasks: Manage and grow relationships with strategic enterprise customers, ensuring their success with our software.
- Company: Join IRIS, a leader in software solutions with a focus on customer success.
- Benefits: Competitive salary, professional development, and the chance to work with top-tier clients.
- Other info: Collaborative team culture with opportunities for mentorship and career advancement.
- Why this job: Make a real impact by helping customers achieve their business goals and drive growth.
- Qualifications: Experience in Customer Success or Account Management in a B2B software environment.
The predicted salary is between 60000 - 80000 £ per year.
At IRIS, our Customer Success team plays a critical role in helping customers achieve maximum value from our software solutions. We're looking for an experienced Customer Success Manager (Enterprise) to manage and grow relationships with our most strategic customers and service partners. In this highly consultative role, you'll act as a trusted advisor to senior stakeholders, leading the success strategy for a portfolio of complex, high-value enterprise accounts. You'll help customers realise their business goals through successful onboarding, adoption, retention and growth, while serving as the voice of the customer within IRIS.
Working closely with Sales, Customer Operations, Channel teams and senior leadership, you'll also help shape Customer Success best practices and support the development of colleagues across the wider team.
What You'll Be Doing
- Own a portfolio of strategic enterprise customers, taking responsibility for their entire IRIS software estate.
- Build and maintain trusted relationships with senior stakeholders, including C-suite decision-makers.
- Develop tailored Customer Success strategies that drive adoption, retention, customer lifetime value and commercial growth.
- Lead customer engagements through onboarding, implementation, go-live, Quarterly Business Reviews and long-term success planning.
- Identify opportunities for cross-sell and upsell while ensuring customers achieve measurable business outcomes.
- Act as the primary escalation point for complex customer issues, coordinating resources across IRIS to drive resolution.
- Use customer insights and feedback to influence product direction and represent the voice of the customer internally.
- Monitor customer health using CRM and Customer Success tools, proactively identifying risks and mitigating churn.
- Maintain strong knowledge of IRIS solutions, industry trends and customer challenges within sectors such as Accountancy and HCM.
- Support and mentor colleagues, helping to drive best practice across the Customer Success function.
What We're Looking For
- Significant experience in Customer Success, Strategic Account Management or Relationship Management within a B2B software or SaaS environment.
- Proven success managing enterprise customers with annual contract values exceeding £100,000.
- Strong stakeholder management skills with the ability to influence and build credibility at senior levels.
- Commercially minded, with experience driving retention, renewals and account growth.
- Excellent communication, presentation and relationship-building skills.
- Experience delivering customer success plans, executive business reviews and adoption strategies.
- Strong problem-solving skills and the ability to manage complex customer situations and escalations.
- Experience using CRM and Customer Success platforms such as Salesforce and Gainsight.
- Highly organised, able to manage multiple strategic customers simultaneously while maintaining exceptional service levels.
- Passion for delivering outstanding customer outcomes and building long-term partnerships.
Why Join IRIS?
This is an opportunity to work with some of our most important customers, helping them achieve meaningful business outcomes while growing strategic partnerships. You'll play a key role in customer retention and growth, joining a collaborative team where your expertise will directly contribute to customer success and business performance.
Senior Customer Success Manager in Reading employer: IRIS Software Group
At IRIS, we pride ourselves on fostering a collaborative and supportive work culture that empowers our employees to thrive. As a Senior Customer Success Manager, you'll not only have the opportunity to work with high-value enterprise customers but also benefit from ongoing professional development and mentorship within a dynamic team. Our commitment to employee growth, coupled with a focus on delivering exceptional customer outcomes, makes IRIS an outstanding employer for those seeking a meaningful and rewarding career in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IRIS Software Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IRIS Software Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IRIS Software Group:Your cover letter is your chance to shine! Tell us why you want to work at IRIS Software Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IRIS Software Group!
How to prepare for a job interview at IRIS Software Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
