At a Glance
- Tasks: Support VIP customers, ensuring they maximise value from our accountancy software.
- Company: Join IRIS Software Group, a leader in UK Accountancy software.
- Benefits: Competitive salary, commission, hybrid work, and clear progression paths.
- Other info: Be part of an inclusive team where your ideas matter.
- Why this job: Make a real impact by helping customers achieve long-term success.
- Qualifications: 4+ years in Customer Success or Account Management, strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
Manchester or Slough (Hybrid 2 days a week in office) 12 month FTC Competitive + Commission
We are looking for an experienced Customer Success Manager to join IRIS Software Group, supporting our market-leading accountancy software portfolio. As a CSM, 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.
- 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.
- 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.
- 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 Manager in Slough employer: IRIS Software Group
IRIS Software Group is an exceptional employer that prioritises employee growth and development, offering a collaborative work culture where your contributions directly impact client success. Located in a vibrant area, we provide competitive benefits and a supportive environment that fosters innovation and teamwork, making it an ideal place for professionals looking to make a meaningful difference in customer relationships.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Slough
✨Tip Number 1
Network like a pro! Reach out to current or former employees at IRIS Software Group on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by knowing your stuff! Dive deep into IRIS's products and services, especially their accountancy software. We want to show that we’re not just interested in the role but genuinely excited about what they do.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with us. Focus on common Customer Success Manager questions and our approach to building relationships with clients. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re serious about joining the team at IRIS Software Group.
We think you need these skills to ace Customer Success Manager in Slough
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Success Manager role. Highlight your experience in managing customer relationships and any relevant software knowledge. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your skills align with our needs. Be genuine and let your personality come through – we love that!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your impact. Whether it's improving customer satisfaction or driving product adoption, we want to know how you've made a difference in previous positions.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our fantastic 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 key principles of Customer Success. Understand how to build strong relationships with customers and what it means to be a trusted advisor. Be ready to share examples from your past experiences where you’ve successfully managed customer portfolios and driven product adoption.
✨Familiarise Yourself with IRIS Products
Take some time to research IRIS Software Group and their accountancy software portfolio. Knowing the ins and outs of their products will not only impress your interviewers but also help you articulate how you can add value to their customers. Prepare to discuss how you would leverage these solutions to enhance customer satisfaction and retention.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage customer relationships. Think about specific challenges you've faced in previous roles and how you overcame them. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Showcase Your Communication Skills
As a Customer Success Manager, excellent communication is key. During the interview, demonstrate your verbal and written communication skills by articulating your thoughts clearly. You might even want to prepare a mini-presentation on a relevant topic to showcase your ability to engage and inform stakeholders effectively.
