Customer Success Manager

Customer Success Manager

Manchester or Slough (Hybrid 2 days a week in office)

Competitive + Commission

Permanent full time

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.

INDMED