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- Tasks: Support VIP customers in maximising value from our accountancy software and ensure their success.
- Company: Join IRIS Software Group, a leader in UK Accountancy software with a great workplace culture.
- Benefits: Enjoy clear progression paths, an inclusive environment, and the chance to shape processes.
- Why this job: Be a trusted advisor and make a real impact on customer success and satisfaction.
- Qualifications: 4+ years in Customer Success or Account Management, strong relationship-building skills required.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
The predicted salary is between 36000 - 60000 ÂŁ 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.
Experience & Qualifications
Essential
- 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.
Desirable
- 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 Manchester employer: Iris
Contact Detail:
Iris Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Business Partner in Manchester
✨Tip Number 1
Network like a pro! Reach out to current employees at IRIS Software Group on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by knowing your stuff! Dive deep into IRIS's products and services. The more you know, the better you can showcase how you can help customers succeed with their accountancy software.
✨Tip Number 3
Showcase your success stories! Be ready to share examples of how you've helped customers in the past. Highlighting your experience in customer success will make you stand out as a trusted advisor.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the team at IRIS.
We think you need these skills to ace Customer Success Business Partner in Manchester
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 helped them achieve success with similar products.
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers and stakeholders, demonstrate your strong verbal and written communication skills. Use clear examples from your past experiences where you effectively communicated complex ideas.
Highlight Your Problem-Solving Abilities: We want to see how you tackle challenges! Include specific instances where you've resolved customer issues or improved processes. This will show us your resilience and adaptability in a fast-paced environment.
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 ensure you’re considered for this exciting opportunity at IRIS Software Group.
How to prepare for a job interview at Iris
✨Know Your Customer Success Fundamentals
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 discuss your past experiences in managing customer portfolios and how you’ve driven product adoption and satisfaction.
✨Showcase Your Problem-Solving Skills
Prepare specific examples of challenges you've faced in previous roles and how you resolved them. Highlight your ability to manage escalations and ensure customer satisfaction. This will demonstrate your resilience and adaptability, which are crucial for a CSBP role.
✨Familiarise Yourself with IRIS Products
Take some time to research IRIS Software Group and their accountancy software portfolio. Understanding their products and services will allow you to speak confidently about how you can help customers maximise value from these solutions during the interview.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle real-life situations. Think about how you would approach onboarding a new customer or conducting a Quarterly Business Review. Practising these scenarios will help you articulate your thought process and strategies effectively.
