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 great workplace culture.
- Benefits: Competitive salary, commission, and clear progression paths in a supportive environment.
- Other info: Inclusive culture where your ideas can shape processes and drive growth.
- Why this job: Make a real impact by helping customers achieve success with innovative software solutions.
- Qualifications: 4+ years in Customer Success or Account Management, strong relationship-building skills.
The predicted salary is between 50000 - 65000 € 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.
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.
- 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.
Salary: Competitive + Commission
Location: Manchester
Customer Success Business Partner in Manchester employer: Recruit4Mum
IRIS Software Group is an exceptional employer, offering a dynamic work environment in Manchester where your contributions directly impact customer success and satisfaction. With a strong focus on employee growth, we provide clear progression paths and foster an inclusive culture that values your ideas and experiences. Join us to be part of a certified Great Place to Work, where you can thrive alongside a team dedicated to delivering outstanding results for our valued customers.
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 just get your application noticed.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Dive deep into IRIS's HCM software portfolio and think about how your experience aligns with their goals. Show them you’re not just another candidate!
✨Tip Number 3
Practice your storytelling skills. Be ready to share specific examples of how you've helped customers succeed in the past. This will demonstrate your value as a Customer Success Business Partner.
✨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.
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 to highlight your experience in Customer Success. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've helped customers achieve success. Numbers and outcomes speak volumes, so include metrics where possible!
Be Authentic:Let your personality shine through in your application. We want to see who you are beyond your professional experience, so feel free to share your passion for customer success and how it drives you.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining our team!
How to prepare for a job interview at Recruit4Mum
✨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 lifetime value, as well as how to build strong relationships with clients. This will help you speak confidently about how you can add value to their team.
✨Showcase Your Relationship-Building Skills
Prepare examples that highlight your ability to develop trusted relationships with customers and stakeholders. Think of specific instances where you successfully managed a challenging client situation or helped a customer achieve their goals. This will demonstrate your capability as a trusted advisor.
✨Familiarise Yourself with IRIS Products
Take some time to research IRIS's HCM software portfolio and understand its features and benefits. Being able to discuss how these solutions can meet customer needs will show your genuine interest in the role and your readiness to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer scenarios, such as onboarding or issue resolution. Practise articulating your thought process and strategies clearly, as this will showcase your problem-solving skills and ability to manage customer journeys effectively.
