At a Glance
- Tasks: Manage key customer contracts and ensure smooth service delivery.
- Company: Join one of the UK's largest software companies, trusted by over 100,000 businesses.
- Benefits: Enjoy career growth, a supportive culture, and the chance to make a real impact.
- Other info: Collaborative team environment with opportunities for continuous learning.
- Why this job: Be the vital link between customers and our services, ensuring promises are kept.
- Qualifications: Experience in managing complex contracts and strong relationship-building skills required.
The predicted salary is between 51750 - 63250 £ per year.
About IRIS
IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms. We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.
At IRIS Software Group, we create software that helps organisations run every day - including schools that support thousands of students, staff, and families. Behind that software is a commitment: we deliver what we promise. This role is about making sure that happens.
Why This Role Matters
You’ll take ownership of some of our largest and most important customer contracts. These aren’t just agreements - they’re long-term partnerships. What’s written in the contract needs to be delivered consistently, accurately, and without friction. Your job is to make sure:
- Customers get exactly what they’ve been promised
- Services are delivered properly and on time
- Any changes are managed clearly and correctly
- Relationships stay strong and continue to grow
When this role works well, customers stay, trust builds, and the business grows.
About the Team You'll Join
You’ll join our Education Customer Services team, working closely with delivery, finance, legal, and technical teams. It’s a hands-on, collaborative environment where people take ownership, solve problems quickly, and focus on getting things right for the customer.
What You'll Be Doing
- Owning key contracts end-to-end - from delivery through to renewal
- Acting as the main contact for customers on all contract and service matters
- Making sure we deliver in line with terms, SLAs, and commitments
- Leading change control - keeping contracts accurate as things evolve
- Running regular customer reviews to track performance and resolve issues
- Spotting risks early and fixing problems before they escalate
- Supporting billing and revenue forecasting linked to your contracts
- Working across teams to keep delivery aligned and consistent
- Building strong, trusted relationships with your customers
What We’re Looking For
Essential
- Experience managing large or complex contracts in a service environment.
- Strong understanding of how contracts work commercially and operationally.
- Confidence owning customer relationships and having direct conversations.
- Ability to balance detail (T&Cs, SLAs) with the bigger commercial picture.
- Comfortable working across multiple teams to get things done.
- Highly organised, with the ability to manage several priorities at once.
- A proactive mindset – you take ownership and don't wait for problems to grow.
Highly desirable
- Experience managing contracts or service delivery within the education sector (schools, MATs, colleges, universities or education software suppliers).
Advantageous
- Experience within education software, managed services, HR, payroll or SaaS environments.
What You’ll Gain
- Ownership of high-value, high-impact contracts
- Real influence over customer experience and commercial outcomes
- Visibility across senior stakeholders and key accounts
- A role where your decisions and actions genuinely make a difference
- Clear opportunities to grow your career within IRIS
What Can You Expect From Our Application Process?
We like to keep things simple, transparent, and fair:
- Apply online - Just upload your CV and tell us why you’re interested in the role.
- Initial Interview (plus Online Assessments) - A chat with our Talent team. Two short assessments: CCAT (15-minute timed test). EPP (untimed personality questionnaire).
- Stage One - A competency-based interview with our Senior Manager, Customer Services (Education).
- Stage Two - A final interview with our Senior Director, Operations (Education).
This is a strong fit for someone who enjoys owning contracts, working closely with customers, and making sure things are delivered properly - not just agreed on paper. If you want a role where you can combine operational delivery, commercial thinking, and customer impact, this is it.
#LifeAtIRIS
Why You’ll Love Working Here
- Impact: Your work will influence millions globally.
- Growth: Continuous learning and career development opportunities.
- Belonging: A culture that celebrates diversity and empowers every individual.
Ready to Apply?
Click Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.
What to expect from our hiring process
Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study — but typically you can expect:
- Application review — we assess your experience and potential
- Initial call — a short conversation to learn about you and share more about the role
- Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review
- Final interview — meet the team and explore how you'll make an IMPACT at IRIS
We'll always walk you through the specific stages at the start of the process so you can prepare with confidence. If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.
Senior Customer Success Business Partner (Contracts Manager) employer: Iris
IRIS Software Group is an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation within the finance sector. With a strong commitment to employee development, you will have access to continuous learning opportunities and the chance to work alongside industry experts in a supportive culture. Located in a vibrant area, our team enjoys a healthy work-life balance and the unique advantage of being part of a global organisation that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Business Partner (Contracts Manager)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Iris. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Iris before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Business Partner (Contracts Manager)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Iris:Your cover letter is your chance to shine! Tell us why you want to work at Iris specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Iris!
How to prepare for a job interview at Iris
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
