Customer Success Manager (Coaching & Enablement)
IRISAbout IRIS
IRIS 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.
We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.
At IRIS, we build software that helps organisations work smarter, save time, stay compliant, and achieve more.
Our 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.
We’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.
This is a hands-on coaching and enablement role.
You 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.
You’ll work closely with managers, leaders, and Learning & Development to help make performance improvement practical, clear, and consistent.
🧾Why This Role Matters
Great Customer Success is about more than answering queries or closing tickets.
It 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.
That shift takes coaching, consistency, and reinforcement.
That’s where you come in.
You’ll help our teams build the confidence, skills, and commercial awareness needed to have better customer conversations and drive better outcomes.
You’ll help people understand:
what good customer ownership looks like
how to move from reactive support to proactive value-led conversations
how to spot customer risk and act early
how to talk confidently about adoption, value, retention and renewal
how to use performance feedback in a constructive way
how to build stronger habits around activity, follow-up and customer outcomes
Simply put, you’ll help make the change happen on the office floor.
👥About the Team You'll Join
You’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.
You’ll partner closely with:
Customer Success Managers
Renewals Specialists
Frontline Managers
Customer Success Leaders
Renewals Leaders
Learning & Development
Senior Customer Success stakeholders
This 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.
📊What You'll Be Doing
No two weeks will look exactly the same.
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