At a Glance
- Tasks: Support key customers in maximising value from our HCM software throughout their journey.
- Company: Join IRIS Software Group, a leader in UK software with a vibrant culture.
- Benefits: Enjoy generous holiday, private healthcare, and career development opportunities.
- Other info: Join a certified Great Place to Work with clear progression paths.
- 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 skills.
The predicted salary is between 50000 - 60000 € 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.
- 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.
- Familiarity with customer success platforms such as Gainsight.
- Strong product knowledge or the ability to learn complex solutions quickly.
Customer Success Manager in Manchester employer: Placeholder Commercial Real Estate Platform
IRIS Software Group is an exceptional employer, recognised as a Great Place to Work, offering a supportive and inclusive environment where your contributions can truly make an impact. With generous benefits, a strong focus on employee development, and clear progression paths, you will thrive in a culture that values collaboration and innovation while working with a market-leading HCM software portfolio. Join us in our mission to empower businesses and enjoy the satisfaction of helping customers achieve meaningful outcomes.
Contact Detail:
Placeholder Commercial Real Estate Platform Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Manchester
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more connections you make, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your past successes in customer success roles. When you get the chance to chat with potential employers, share these stories to demonstrate how you can add value to their team.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire, like IRIS Software Group, and express your interest in working with them. Sometimes, creating your own opportunity is the best way to land the job.
✨Tip Number 4
Keep learning! Stay updated on the latest trends in customer success and HCM software. This not only boosts your knowledge but also shows potential employers that you're committed to your professional growth. Plus, it gives you great talking points during interviews!
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 how you've helped clients achieve their goals. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past roles that showcase your project management, communication, and problem-solving abilities. This is your chance to shine, so let us know what makes you a great fit!
Be Authentic:We love genuine personalities! When writing your application, let your true self come through. Share your passion for customer success and why you want to join IRIS Software Group. Authenticity goes a long way in making a memorable impression.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep track of your application. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Placeholder Commercial Real Estate Platform
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of IRIS's HCM software portfolio. Familiarise yourself with the key features and benefits, as well as any recent updates or changes. This will help you speak confidently about how you can support customers in maximising their value from these solutions.
✨Build Relationships
As a Customer Success Manager, relationship-building is crucial. During the interview, demonstrate your ability to connect with people by sharing examples of how you've developed strong relationships with clients or stakeholders in the past. Highlight your communication skills and how you’ve acted as a trusted advisor.
✨Showcase Problem-Solving Skills
Be prepared to discuss specific challenges you've faced in previous roles and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will show that you have the resilience and adaptability needed to handle the complexities of customer success.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, customer success strategies, or how success is measured at IRIS. This not only shows your interest in the role but also gives you valuable insights into the company culture and expectations.
