At a Glance
- Tasks: Support key customers in maximising value from our accountancy software solutions.
- Company: Join IRIS Software Group, a leader in UK Accountancy software.
- Benefits: Competitive salary, commission, hybrid work, and clear progression paths.
- Other info: Inclusive culture where your ideas can shape processes and career growth.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 4+ years in Customer Success or Account Management with strong relationship-building skills.
The predicted salary is between 50000 - 65000 € per year.
We are looking for an experienced Customer Success Business Partner (CSBP) to join IRIS Software Group, supporting our market-leading accountancy software portfolio. As a CSBP, 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.
Why join IRIS Software Group? 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 Business Partner in Warrington employer: IRIS Software Group
IRIS Software Group is an exceptional employer, offering a dynamic work environment in Manchester, Slough, or Leeds, where you can thrive as a Customer Success Business Partner. With a strong focus on employee growth and development, we provide clear progression paths and foster an inclusive culture that values your ideas and contributions. Enjoy competitive compensation, hybrid working arrangements, and the opportunity to make a meaningful impact by supporting our market-leading accountancy software portfolio.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Business Partner in Warrington
✨Tip Number 1
Network like a pro! Reach out to current employees at IRIS Software Group on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Business Partner role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by understanding the customer journey inside out. Be ready to discuss how you would manage onboarding and drive product adoption. Show us that you can be the trusted advisor our customers need!
✨Tip Number 3
Don’t just talk about your experience; share specific examples of how you've helped customers achieve success in previous roles. We want to see your problem-solving skills in action and how you’ve built strong relationships with stakeholders.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining the IRIS team. Let’s get you started on this exciting journey!
We think you need these skills to ace Customer Success Business Partner in Warrington
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Business Partner role. Highlight your experience in managing strategic customers and how you've driven product adoption and customer satisfaction in previous roles.
Showcase Your Communication Skills:Since this role involves a lot of relationship-building, emphasise your verbal and written communication skills. Share examples of how you've effectively communicated with senior stakeholders and resolved issues in the past.
Demonstrate Your Problem-Solving Abilities:We love candidates who can think on their feet! Include specific instances where you've tackled challenges or improved processes in customer success. This will show us you're ready to handle the dynamic nature of the role.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at IRIS Software Group
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success. Understand key metrics like retention rates and customer satisfaction scores. Be ready to discuss how you’ve used these metrics in past roles to drive value for customers.
✨Showcase Your Relationship-Building Skills
Prepare examples that highlight your ability to build strong relationships with customers and stakeholders. Think about times when you acted as a trusted advisor and how you navigated complex situations to achieve successful outcomes.
✨Demonstrate Your Problem-Solving Abilities
Be ready to share specific instances where you resolved customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers and clearly illustrate your problem-solving skills.
✨Familiarise Yourself with IRIS Products
Research IRIS Software Group’s accountancy software portfolio and understand its features and benefits. This will not only show your interest in the company but also help you discuss how you can align their solutions with customer needs during the interview.
