Customer Success Manager
Posted Today by IRIS Software Group
Negotiable
Undetermined
Hybrid
Slough, England, United Kingdom
Summary: The Customer Success Manager at IRIS Software Group will support the company's accountancy software portfolio by acting as a trusted advisor to key customers and strategic partners. This role involves managing customer relationships, ensuring successful onboarding and adoption, and driving customer satisfaction and retention. The position is hybrid, requiring two days a week in the office, and is a 12-month fixed-term contract. The successful candidate will collaborate with various internal teams to deliver exceptional customer experiences and achieve meaningful outcomes for clients.
Key Responsibilities:
- Manage a portfolio of VIP customers, overseeing all products and solutions across each customer’s IRIS accountancy software portfolio.
- Develop strong, trusted-advisor relationships with customers and strategic partners, including senior stakeholders.
- Act as the primary point of contact for customers, managing day-to-day communication and issue resolution.
- Oversee the end-to-end customer journey, including onboarding, implementation, and ongoing optimisation.
- Drive product adoption, customer satisfaction, retention, renewals, expansion, and advocacy.
- Maintain a deep understanding of IRIS products, services, and roadmaps.
- Create and deliver Customer Success Plans for each customer and partner.
- Deliver Quarterly Business Reviews (QBRs) in collaboration with Account and Channel Managers.
- Review adherence to operational SLAs and ensure appropriate success plans are in place.
- Act as the voice of the customer, providing feedback to internal teams.
- Support NPS and customer survey processes.
- Maintain a strong understanding of customer contracts and subscriptions.
- Identify upsell and cross-sell opportunities and contribute to lead generation.
- Deliver Customer Success KPIs, including time to value and retention.
Key Skills:
- 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 or accountancy software is desirable.
- Familiarity with customer success platforms such as Gainsight is desirable.
- Strong product knowledge or the ability to learn complex solutions quickly is desirable.
Salary (Rate): undetermined
City: Slough
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Manchester or Slough (Hybrid 2 days a week in office) 12 month FTC Competitive + Commission We are looking for an experienced Customer Success Manager to join IRIS Software Group, supporting our market-leading accountancy 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 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.