{"id":237660,"url":"https://alion.io/job/iris-software-group-customer-success-coach","title":"Customer Success Coach","company":{"id":51452,"name":"IRIS Software Group","domain":"iris.co.uk","url":"https://alion.io/company/iris-software-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":97,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0.2,"time_to_fill_p50_days":27,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Education","role_family":"Education","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manchester, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":55000,"period":"year","method":"role_country_seniority_unknown","sample_n":284},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-03T10:01:20Z","employer_posted_date":"2026-08-03","last_verified_at":"2026-10-15T02:42:25Z","board_verified":true,"closed_at":null,"days_open":72,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":72},"description":"About IRIS\nIRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.\nWe're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.\nAt IRIS, we build software that helps organisations work smarter, save time, stay compliant, and achieve more.\nOur customers rely on our products every day, and our Customer Success and Renewals teams play a key role in helping them get value, stay engaged, and continue their partnership with us.\nWe’re now looking for a Performance Lead - Customer Success & Renewals to help our teams continue moving from a more reactive, ticket-based way of working to a more proactive, outcome-led and commercially confident approach.\nThis is a hands-on coaching and enablement role.\nYou won’t be line managing the team. Instead, you’ll be visible with our Customer Success Managers and Renewals Specialists, helping people understand what good looks like, improve customer conversations, build confidence, and turn the right behaviours into everyday habits.\nYou’ll work closely with managers, leaders, and Learning & Development to help make performance improvement practical, clear, and consistent.\nWhy This Role Matters\nGreat Customer Success is about more than answering queries or closing tickets.\nIt is about understanding what the customer is trying to achieve, helping them get value from our products, spotting risk early, building strong relationships, and supporting retention and renewal.\nThat shift takes coaching, consistency, and reinforcement.\nThat’s where you come in.\nYou’ll help our teams build the confidence, skills, and commercial awareness needed to have better customer conversations and drive better outcomes.\nYou’ll help people understand:\nwhat good customer ownership looks like\n\nhow to move from reactive support to proactive value-led conversations\n\nhow to spot customer risk and act early\n\nhow to talk confidently about adoption, value, retention and renewal\n\nhow to use performance feedback in a constructive way\n\nhow to build stronger habits around activity, follow-up and customer outcomes\n\nSimply put, you’ll help make the change happen on the office floor.\nAbout the Team You'll Join\nYou’ll work across our Customer Success and Renewals teams, supporting colleagues who are focused on helping customers stay engaged, get value from IRIS products, and continue their partnership with us.\nYou’ll partner closely with:\nCustomer Success Managers\n\nRenewals Specialists\n\nFrontline Managers\n\nCustomer Success Leaders\n\nRenewals Leaders\n\nLearning & Development\n\nSenior Customer Success stakeholders\n\nThis role is about being close to the team, understanding what is happening day to day, and helping managers and colleagues turn performance goals into practical action.\nWhat You'll Be Doing\nNo two weeks will look exactly the same.\nOne day you might be sitting with a Customer Success Manager to review how they approached a customer conversation.\nThe next, you might be helping a Renewals Specialist build confidence around a commercial discussion, supporting a new starter with their ramp plan, or working with a manager to reinforce consistent expectations across their team.\nYou might listen to calls, review CRM activity, look at performance trends, share best practice, or coach someone through how to handle a difficult customer situation.\nYour focus will include:\nCoaching Customer Success and Renewals colleagues\nYou’ll provide practical, supportive coaching to help people improve their performance, confidence and customer conversations.\nYou’ll help colleagues understand what good looks like, where they can improve, and what actions they can take straight away.\nThis could include coaching around customer ownership, renewal conversations, adoption, value, risk, follow-up, objection handling, call quality, activity levels or customer engagement.\nHelping the team move from ticket-led to outcome-led\nYou’ll help reinforce the shift from simply responding to customer requests to taking ownership of customer outcomes.\nThat means encouraging people to think beyond the immediate query and ask:\nWhat is the customer trying to achieve?\n\nAre they getting value from the product?\n\nIs there a risk we need to act on?\n\nWhat action should we take next?\n\nHow do we support retention and renewal?\n\nYou’ll help make this mindset clear, practical and consistent across the team.\nSupporting managers\nYou won’t be there to replace managers, but you will help them land the message.\nYou’ll work with frontline managers to reinforce expectations, share themes, support coaching conversations, and help build consistency across teams.\nYou may support managers with performance check-ins, new starter progress, quality reviews, or practical coaching plans for colleagues who need extra help.\nSupporting new starters\nYou’ll help new colleagues ramp up successfully by giving them practical support, guidance and feedback.\nYou’ll work with managers and L&D to understand where new starters are progressing well and where they may need more help.\nYou’ll also feed back any common themes that could improve onboarding, training or early-stage support.\nUsing data and insight to guide action\nYou don’t need to be a data analyst, but you do need to be comfortable using performance information to spot patterns and focus your coaching.\nThis could include CRM activity, call quality, customer feedback, renewal progress, customer health, activity levels, target progress, new starter ramp, or manager feedback.\nThe key is being able to turn insight into simple, practical action.\nSharing best practice\nYou’ll help create consistency by spotting what is working well and sharing it across teams.\nThat might mean helping build coaching guides, call examples, conversation prompts, playbooks, checklists, or simple best-practice resources that help people do the job better.\nWhat We’re Looking For\nWe’re less interested in job titles and more interested in relevant experience.\nYou may currently be, or have previously been, a:\nCustomer Success Manager\n\nSenior Customer Success Manager\n\nRenewals Manager\n\nSenior Renewals Specialist\n\nAccount Manager\n\nSenior Account Manager\n\nCustomer Success Team Leader\n\nRenewals Team Leader\n\nCustomer Success Coach\n\nCustomer Success Enablement Specialist\n\nSales Enablement Specialist\n\nCommercial Enablement Specialist\n\nCustomer Experience Coach\n\nPerformance Coach\n\nThis could be a great move if you have previously managed a Customer Success, Renewals or Account Management team and now want to step away from direct line management while still helping people improve.\nIt could also suit a strong Senior CSM, Renewals Specialist or Account Manager who is known for doing the job well and now wants to pass on their experience to others.\nEssential Experience\nYou’ll likely be a strong fit if you have:\nExperience in Customer Success, Renewals, Account Management, SaaS, subscription services, or another customer-facing commercial environment.\n\nA good understanding of what makes customer-facing teams successful.\n\nConfidence coaching others and helping people improve through practical feedback.\n\nExperience supporting customer conversations linked to value, adoption, retention, renewal, risk or commercial outcomes.\n\nThe ability to help teams move from reactive customer handling to proactive, outcome-led customer conversations.\n\nComfort using performance information, CRM activity, call reviews, customer feedback or manager insight to spot where support is needed.\n\nStrong communication skills and the confidence to give clear, constructive feedback.\n\nThe ability to build trust quickly with frontline colleagues and managers.\n\nA practical, hands-on approach and the confidence to be visible with the team.\n\nThe ability to reinforce expectations in a positive, consistent and supportive way.\n\nA genuine interest in helping people improve and succeed.\n\nDesirable Experience\nIt would be useful, but not essential, if you also have:\n\nExperience in a software or SaaS business.\n\nExperience supporting Customer Success or Renewals teams.\n\nExperience using Salesforce or another CRM system.\n\nExperience in coaching, enablement, training or performance improvement.\n\nExperience supporting new starter onboarding or ramp-up.\n\nExperience reviewing calls, customer conversations, activity data or quality measures.\n\nExperience helping teams become more commercially confident.\n\nYou'll Thrive In This Role If You...\nEnjoy being close to the team and making things happen day to day.\n\nLike coaching people in real situations, not just in formal training sessions.\n\nCan explain things clearly and simply.\n\nKnow how to challenge people positively while keeping trust.\n\nAre confident speaking to both frontline colleagues and managers.\n\nCan spot when someone needs extra support and help them take practical next steps.\n\nCare about customer outcomes, not just activity.\n\nUnderstand that performance improvement is about habits, consistency and follow-through.\n\nAre happy being visible, hands-on and part of the office-floor rhythm.\n\nWant to help a team change how it thinks, works and talks to customers.\n\nWhy Apply?\nThis is a great opportunity to use your Customer Success, Renewals, Account Management or commercial experience in a different way.\nYou’ll have the chance to help shape how our teams work, coach people through real customer conversations, and support a shift towards a more proactive, outcome-led and commercially confident way of working.\nYou’ll enjoy:\nA hands-on coaching role with visible impact.\n\nThe chance to support Customer Success and Renewals teams directly.\n\nThe opportunity to influence customer retention and customer experience.\n\nA role where you can pass on your experience without directly line managing a team.\n\nVariety, ownership and close partnership with managers and leaders.\n\nA supportive environment within a growing software business.\n\nCompetitive salary and benefits package.\n\nWhat Can You Expect From Our Application Process?\nWe like to keep things simple, transparent, and fair:\n1⃣ Apply online\nJust upload your CV and tell us why you’re interested in the role.\n2⃣ Initial Interview (plus Online Assessments)\nA chat with our Talent team.\n\nTwo short assessments:\nCCAT (15-minute timed test).\n\nEPP (untimed personality questionnaire).\n\n3⃣ Stage One\nA discussion with our Customer Success leadership team focused on your experience, approach to coaching, and performance improvement expertise.\n4⃣ Stage Two\nA panel interview with our VP, Customer Success, Director, Customer Success, and Chief Customer Officer.\nAt IRIS, we help thousands of customers achieve more with software that simplifies complex processes, saves time, and supports long-term success.\nThis role is about helping our people do the same: building confidence, improving conversations, and creating better outcomes for our customers.\nWhy You’ll Love Working Here\nImpact: Your work will influence millions globally.\n\nGrowth: Continuous learning and career development opportunities.\n\nBelonging: A culture that celebrates diversity and empowers every individual.\n\nReady to Apply?\nClick Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.\nWhat to expect from our hiring process\nOur process is designed to be fair, transparent and straightforward. Stages vary depending on the role - more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study - but typically you can expect:\nApplication review - we assess your experience and potential\n\nInitial call - a short conversation to...","description_format":"text","description_chars":12486,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","Payroll Services","HR & Payroll Software","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-09-05T10:11:59Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.277,"p_room":0.28,"age_days":72,"expected_fill_days":27,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/iris-software-group-customer-success-coach","json_url":"https://alion.io/job/iris-software-group-customer-success-coach.json","meta":{"generated_at":"2026-10-15T06:48:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10148,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51452},"rest":"https://alion.io/mcp/rest/get_company?id=51452"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Firis-software-group-customer-success-coach"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Firis-software-group-customer-success-coach"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Firis-software-group-customer-success-coach"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iris-software-group-customer-success-coach\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Firis-software-group-customer-success-coach"}]}