{"id":237724,"url":"https://alion.io/job/iris-software-group-customer-success-manager","title":"Customer Success Manager","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":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","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":37000,"max_usd":77000,"period":"year","method":"role_seniority_country_cell","sample_n":9},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-31T16:43:28Z","employer_posted_date":"2026-07-31","last_verified_at":"2026-10-13T23:22:27Z","board_verified":true,"closed_at":null,"days_open":74,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":74},"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.\nManchester or Slough (Hybrid 2 days a week in office)\nCompetitive + Commission\nPermanent full time\nWe are looking for an experienced Customer Success Manager to join IRIS Software Group, supporting our market-leading HCM software portfolio.\nAs 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.\nYou will play a critical role in onboarding, adoption, retention, and growth, ensuring our customers achieve meaningful outcomes and long-term success.\nWorking 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.\nKey Responsibilities\nManage 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.\n\nDevelop strong, trusted-advisor relationships with customers and strategic partners, including senior stakeholders, to understand their goals and guide them towards successful outcomes.\n\nAct as the primary point of contact for customers, strategically managing day-to-day communication, coordinating IRIS resources, and owning issue resolution and escalations.\n\nOversee the end-to-end customer journey, including onboarding, implementation, Go Live Reviews, adoption, and ongoing optimisation to ensure rapid time to value.\n\nDrive product adoption, customer satisfaction, retention, renewals, expansion, and advocacy by aligning IRIS solutions to customer needs.\n\nMaintain a deep and continually developing understanding of IRIS products, services, and roadmaps, advising customers on the most relevant features and best practices.\n\nCreate, 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.\n\nDeliver Quarterly Business Reviews (QBRs) in collaboration with Account and Channel Managers to review performance, value delivered, and future opportunities.\n\nReview adherence to operational SLAs and ensure appropriate success plans are in place to address any areas of non-compliance.\n\nAct as the voice of the customer, providing structured feedback to internal teams to improve products, services, and the overall customer experience.\n\nSupport NPS and customer survey processes, ensuring customers are aware of and engaged with feedback initiatives.\n\nMaintain a strong understanding of customer contracts, subscriptions, and terms and conditions to maximise value for both the customer and IRIS.\n\nIdentify upsell and cross-sell opportunities and contribute to lead generation in partnership with Sales and Channel teams.\n\nDeliver Customer Success KPIs, including time to value, retention, lifetime value (LTV), and growth.\n\nExperience & Qualifications\nEssential\n4+ years’ experience in Customer Success, Account Management, or a similar customer-facing role\n\nProven ability to manage multiple strategic customers concurrently\n\nStrong project management and organisational skills\n\nExcellent relationship-building capabilities, including at senior stakeholder level\n\nStrong verbal and written communication skills, including presentations\n\nAbility to prioritise effectively in a fast-paced environment\n\nHigh attention to detail and strong problem-solving skills\n\nResilience and adaptability when facing challenges\n\nSelf-starter who can work independently while contributing to a team\n\nDesirable\nExperience with SaaS\n\nFamiliarity with customer success platforms such as Gainsight\n\nStrong product knowledge or the ability to learn complex solutions quickly\n\nWhy join IRIS Software Group?\nJoin one of the leaders in UK software at an exciting stage of growth with clear cut progression paths.\n\nWork for a certified Great Place to Work in every country we operate in.\n\nJoin an inclusive environment where your ideas and experience can shape processes.\n\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 learn about you and share more about the role\n\nSkills assessment - tailored to the position, e.g. case study, coding challenge or portfolio review\n\nFinal interview - meet the team and explore how you'll make an IMPACT at IRIS\n\nWe'll always walk you through the specific stages at the start of the process so you can prepare with confidence.\nIf you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.","description_format":"text","description_chars":5932,"description_truncated":false,"requirements":{"experience_years_min":4,"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":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.448,"p_room":0.28,"age_days":73,"expected_fill_days":27,"reasons":["conf:1","velocity","win:tail","crowd:"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/iris-software-group-customer-success-manager","json_url":"https://alion.io/job/iris-software-group-customer-success-manager.json","meta":{"generated_at":"2026-10-14T02:08:55Z","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":3177,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"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-manager"},{"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-manager"},{"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-manager"},{"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-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Firis-software-group-customer-success-manager"}]}