At a Glance
- Tasks: Transform customer data into actionable insights to enhance retention and support business decisions.
- Company: Join IRIS Software Group, a leader in customer success and retention strategies.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative team environment with significant career advancement potential.
- Why this job: Make a real impact on customer experience and revenue through data-driven insights.
- Qualifications: Strong analytical skills, experience in customer analytics, and excellent communication abilities.
The predicted salary is between 60000 - 75000 £ per year.
This is a role where insight genuinely influences business decisions. We’re hiring a Senior Manager, Business Intelligence to help shape how IRIS Software Group understands, supports, and retains its customers. This role sits at the centre of our Customer Success and Renewals organisation. Your job is to turn customer data into clear, meaningful insight that helps the business protect recurring revenue, improve customer experience, and make smarter strategic decisions. You’ll work across customer behaviour, retention, renewals, support performance, and customer sentiment – helping senior leaders understand what’s working, what isn’t, and where we need to act. This is a brilliant opportunity for someone who enjoys combining analytics, commercial thinking, and storytelling through data in a fast-moving SaaS environment.
Why This Role Matters
- Why customers stay
- Why customers leave
- Which customers are at risk
- What impacts retention and renewals
- How support and customer experience influence revenue
- Where teams should focus to improve outcomes
Your insight will help shape decisions across Customer Success, Renewals, Product, Support, and Executive leadership teams. You’ll also play a key role in helping IRIS strengthen customer retention across a large multi-product software business.
About the Team You’ll Join
You’ll join our Customer Operations function and report directly to the Director of Customer Revenue Operations. You’ll work closely with teams across:
- Customer Success
- Renewals
- Support
- Product
- Commercial Operations
This role acts as the central owner of customer intelligence reporting and insight across IRIS. You’ll become a trusted partner to senior stakeholders who rely on your insight to make strategic decisions.
What You’ll Be Doing
- Turning complex customer data into clear business insight. You’ll bring together data from platforms including Salesforce, Gainsight, and our data warehouse to build a clear picture of customer health, retention, renewals, and churn. You’ll help create a single source of truth for customer reporting across the business.
- Understanding why customers stay or leave. You’ll analyse customer behaviour and identify patterns around:
- Churn
- Retention
- Renewal performance
- Product usage
- Pricing sensitivity
- Producing insight for senior leadership. You’ll build reporting and insight packs used across leadership meetings, ExCo discussions, and Board-level conversations. A big part of the role is simplifying complex data into clear, decision-ready stories for non-technical audiences.
- Helping teams identify risk earlier. You’ll support the development of smarter customer health models and early-warning indicators that help teams identify at-risk customers before renewal dates arrive. Your work will directly support customer retention and recurring revenue growth.
What We’re Looking For
We’re looking for someone who combines strong analytical capability with commercial awareness and excellent communication skills. You’ll likely be a strong fit if you have experience in areas such as:
- Customer Analytics
- Revenue Operations
- Customer Success Operations
- Renewals or Retention Analytics
You’ll probably also bring:
- Experience working within a B2B SaaS or subscription software business
- Strong SQL and data analysis capability
- Experience working with large datasets from multiple systems
- Experience using Salesforce, Gainsight, or similar customer platforms
- Experience with BI tools such as Power BI, Tableau, or Looker
- Strong understanding of SaaS metrics including ARR, GRR, NRR, churn, and retention
- Confidence presenting insight to senior stakeholders
- The ability to explain complex information clearly and simply
- Experience influencing decisions through data and insight
Experience with customer health scoring, predictive analytics, or PE-backed software businesses would be beneficial.
What Success Looks Like
Within your first 12 months, you’ll help establish:
- A trusted reporting framework for customer retention across IRIS
- Better visibility of churn drivers and customer risk
- Stronger insight into customer behaviour and renewal performance
- More proactive retention planning across the business
Senior Customer Intelligence Manager - Retention employer: IRIS Software Group
IRIS Software Group is an exceptional employer that values insight-driven decision-making and fosters a collaborative work culture. As a Senior Customer Intelligence Manager, you'll have the opportunity to influence key business strategies while working in a dynamic SaaS environment, supported by a team dedicated to customer success and retention. With a focus on employee growth and development, IRIS offers a unique chance to turn data into impactful stories that drive meaningful change across the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Intelligence Manager - Retention
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer intelligence. We want you to showcase your analytical skills and how you can turn data into actionable insights.
✨Tip Number 3
Don’t just wait for job postings; be proactive! Research companies you admire and reach out directly. Show them how your skills can help improve their customer retention strategies.
✨Tip Number 4
When you get an interview, come armed with examples of how you've used data to influence decisions in the past. We love seeing candidates who can tell a compelling story with numbers!
We think you need these skills to ace Senior Customer Intelligence Manager - Retention
Some tips for your application 🫡
Show Your Analytical Skills:Make sure to highlight your analytical capabilities in your application. We want to see how you can turn complex data into clear insights, just like the role requires. Use examples from your past experiences to demonstrate this.
Tailor Your Storytelling:When writing your application, think about how you can tell a compelling story with your data experience. We love candidates who can simplify complex information for non-technical audiences, so make that a key part of your narrative.
Highlight Relevant Tools and Experience:Don’t forget to mention your experience with tools like Salesforce, Gainsight, or any BI tools you’ve used. We’re looking for someone who’s comfortable working with large datasets, so be specific about your skills and experiences.
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 don’t miss out on any important updates during the process. We can’t wait to hear from you!
How to prepare for a job interview at IRIS Software Group
✨Know Your Data Inside Out
Make sure you’re familiar with the key metrics and data sources mentioned in the job description, like ARR, GRR, and NRR. Be ready to discuss how you’ve used data to influence business decisions in your previous roles.
✨Showcase Your Storytelling Skills
Prepare to explain complex data insights in a simple, engaging way. Think of examples where you turned data into actionable recommendations for non-technical stakeholders. This will demonstrate your ability to communicate effectively across teams.
✨Understand Customer Behaviour
Brush up on customer retention strategies and be prepared to discuss how you’ve analysed customer behaviour in the past. Highlight any experience you have with churn analysis and how it led to improved retention rates.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific situations related to customer intelligence and retention. Think about scenarios where you identified at-risk customers or improved renewal performance, and be ready to share your thought process.
