Customer Success Coach

At IRIS, we build software that helps organisations work smarter, save time, stay compliant and achieve more.

Our Customer Success and Renewals teams play a vital role in helping customers get value from our products, build long-term partnerships and continue choosing IRIS.

We're looking for an experienced Customer Success or Renewals professional who wants to use their experience in a different way.

Rather than managing your own portfolio or leading a team, you'll spend your time helping colleagues become more confident, proactive and commercially effective.

This is a hands-on coaching role where you'll work alongside Customer Success Managers and Renewals Specialists, helping them improve customer conversations, reinforce best practice and build habits that lead to better customer outcomes.

This isn't a traditional Learning & Development role.

You'll work closely with our existing L&D team, but your focus will be on bringing learning to life through practical coaching, live customer situations and day-to-day performance support.

🧾Why This Role Matters

We're changing how our Customer Success and Renewals teams work.

Rather than simply responding to customer requests, we're helping our people become trusted advisers who understand customer goals, identify risks early, create value and support successful renewals.

Changing behaviours takes more than formal training.

It requires someone who is visible with the team, understands the job first-hand and can coach people through real customer situations.

That's where you come in.

📊What You'll Be Doing

No two weeks will be the same.

You might spend one morning sitting with Customer Success Managers reviewing customer conversations before helping a Renewals Specialist prepare for an important commercial discussion.

Later in the week you could be supporting new starters, reviewing CRM activity, identifying coaching opportunities with managers or sharing examples of great customer conversations across the wider team.

You'll regularly:

• Coach Customer Success Managers and Renewals Specialists through real customer situations.
• Observe customer conversations and provide practical, constructive feedback.
• Help colleagues move from reactive support to proactive customer success.
• Reinforce behaviours introduced through formal learning programmes.
• Support managers by identifying coaching opportunities and performance themes.
• Help new starters build confidence during onboarding.
• Use CRM activity, call reviews and customer insight to identify development needs.
• Share best practice and create simple coaching resources that improve consistency across the team.

🔎What We’re Looking For

This role is ideal for someone who has already built credibility within Customer Success or Renewals and now enjoys helping others perform at their best.

You might currently be, or have previously been, a:

• Customer Success Team Leader
• Renewals Team Leader
• Senior Customer Success Manager
• Senior Renewals Specialist
• Customer Success Coach
• Customer Success Enablement Specialist

You may also be an experienced Customer Success Manager or Renewals Specialist who naturally mentors colleagues and enjoys sharing knowledge.

You'll Likely Be A Great Fit If You Have:

• Experience within Customer Success, Renewals or SaaS Account Management.
• Strong understanding of customer retention, renewals, adoption and customer value.
• Experience coaching, mentoring or developing colleagues.
• Confidence giving practical feedback based on real customer interactions.
• Experience reviewing customer conversations, CRM activity or performance data.
• Strong commercial awareness.
• Excellent communication and relationship-building skills.
• A hands-on approach and genuine passion for helping people improve.

It Would Be Great If You Also Have:

• Experience working within a SaaS or subscription software business.
• Salesforce or similar CRM experience.
• Experience supporting onboarding or new starter development.
• Experience working alongside Learning & Development or Enablement teams.
• Experience helping customer-facing teams adopt new ways of working.

🚀 Why Apply?

This is an opportunity to step away from carrying your own customer portfolio or managing a team, while still making a real impact.

You'll become the person who helps Customer Success and Renewals teams improve every day through practical coaching, feedback and support.

If you enjoy helping people succeed, building confidence and sharing your experience, this role offers the chance to influence how one of IRIS' most important customer-facing functions continues to grow.

📝 What Can You Expect From Our Application Process?

We like to keep things simple, transparent, and fair:

1️⃣ Apply online

Just upload your CV and tell us why you’re interested in the role.

2️⃣ Initial Interview (plus Online Assessments)

• A chat with our Talent team.
• Two short assessments:
• CCAT (15-minute timed test).
• EPP (untimed personality questionnaire).

3️⃣ Stage One

A discussion with our Customer Success leadership team focused on your experience, approach to coaching, and performance improvement expertise.

4️⃣ Stage Two

A panel interview with our VP, Customer Success, Director, Customer Success, and Chief Customer Officer.

At IRIS, we help thousands of customers achieve more with software that simplifies complex processes, saves time, and supports long-term success.

This role is about helping our people do the same: building confidence, improving conversations, and creating better outcomes for our customers.