At a Glance
- Tasks: Support key customers in maximising value from our HCM software solutions.
- Company: Join IRIS Software Group, a leader in UK software with a collaborative culture.
- Benefits: Competitive salary, commission, hybrid work, and clear progression paths.
- Other info: Be part of a certified Great Place to Work with an inclusive environment.
- Why this job: Make a real impact by helping customers achieve long-term success.
- Qualifications: 4+ years in Customer Success or Account Management, strong relationship-building skills.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for an experienced Customer Success Manager to join IRIS Software Group, supporting our market-leading HCM 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 HCM 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.
- 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 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 Manchester employer: Iris
IRIS Software Group is an exceptional employer, offering a dynamic work environment in Manchester or Slough with hybrid working options. As a certified Great Place to Work, we prioritise employee growth and inclusivity, providing clear progression paths and opportunities to shape our customer success processes. Join us to make a meaningful impact while enjoying competitive compensation and a supportive culture that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Manchester
✨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 and maybe even a referral, which can really boost our chances.
✨Tip Number 2
Prepare for the interview by researching common Customer Success Manager scenarios. Think about how we can showcase our experience in onboarding and customer retention. Practice makes perfect!
✨Tip Number 3
Show off our problem-solving skills during interviews. Be ready to share specific examples of how we've tackled challenges in previous roles. This will demonstrate our resilience and adaptability, which are key for this position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, it shows we’re genuinely interested in joining the team at IRIS.
We think you need these skills to ace Customer Success Manager in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in managing customer relationships and any relevant achievements that align with the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since this role involves a lot of communication with customers and stakeholders, it's essential to demonstrate your strong verbal and written skills. Use clear and concise language in your application, and don’t shy away from sharing examples of successful presentations or reports you've delivered.
Highlight Your Problem-Solving Abilities:As a Customer Success Manager, you'll face challenges that require quick thinking and adaptability. Share specific instances where you've successfully resolved issues or improved processes. This will show us that you're not just a self-starter but also someone who thrives under pressure.
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’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at Iris
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success management. Understand key metrics like retention rates and customer satisfaction scores, as well as how to create effective Customer Success Plans. This knowledge will help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with customers in the past. Think about specific instances where you acted as a trusted advisor or resolved a challenging issue. Highlighting these experiences will illustrate your ability to connect with clients and manage their needs effectively.
✨Familiarise Yourself with IRIS Products
Take some time to research IRIS Software Group and its HCM software portfolio. Understanding their products and services will allow you to speak confidently about how you can help customers maximise their value. Mentioning specific features or benefits during the interview will show your genuine interest and preparedness.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and adaptability. Think through potential challenges you might encounter as a Customer Success Manager and how you would address them. Practising your responses will help you articulate your thought process clearly during the interview.
