Customer Renewals Advisor (Saas)

IRIS; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

IRIS in the UK is seeking a Customer Renewals Advisor to manage a portfolio of customers through renewals, ensuring seamless contracts and high retention. You’ll deliver accurate quotations, nurture relationships and collaborate with Sales and Customer Success to maximise renewal revenue.

Hybrid role based in Manchester or Slough, UK, offering a customer-focused environment with growth opportunities and a commitment to service excellence.

Qualifications

• Experience in a customer-facing role (phone, online or in person).
• Strong communication to build rapport and relationships.
• Excellent organisational skills to manage multiple priorities.
• Good working knowledge of Microsoft Office (Outlook, etc.).
• Attention to detail and accuracy in all tasks.
• Confident written, verbal and numerical communication skills.
• Proactive, enthusiastic approach and passion for customer service.
• Calm, organised and solutions-focused in a fast-paced environment.

Responsibilities

• Manage a portfolio of customer renewals from quote through to completion.
• Deliver friendly, responsive and professional service via phone, email and Teams.
• Build strong customer relationships and be their trusted renewal contact.
• Provide accurate quotations and recommend suitable options.
• Maximise renewal revenue while maintaining service standards.
• Handle customer enquiries and see them through to resolution.
• Collaborate with Sales, Customer Success and other teams to support retention and growth.
• Maintain up-to-date knowledge of IRIS products and developments.

Skills

Customer-facing

Communication skills

Organisational skills

Outlook / Office 365

Attention to detail

Verbal and written communications

Proactive / solutions-focused

Calm under pressure

Tools

Salesforce

Microsoft Office

Job description

About 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.

Competitive + Commission

Manchester or Slough, UK (Hybrid)

At IRIS, we provide market-leading software solutions that help organisations work smarter and more efficiently. We're looking for a Customer Renewals Advisor to join our team, managing a portfolio of customers and ensuring they receive outstanding service throughout their renewal journey.

This is an excellent opportunity for a customer-focused professional who enjoys building relationships, solving problems and working in a commercially driven environment where customer retention and satisfaction are at the heart of everything we do.

What will you be doing?

As a Customer Renewals Advisor, you'll take ownership of a portfolio of customers, ensuring renewals are managed efficiently and professionally, with a strong focus on retention and customer experience.

Key responsibilities include:

• Managing customer renewals from quote through to completion, ensuring contracts are renewed ahead of their due dates.

• Delivering a friendly, responsive and professional service via phone, email and Microsoft Teams.

• Building strong customer relationships and becoming a trusted point of contact throughout the renewal process.

• Providing accurate quotations and recommending suitable options based on customer needs and available solutions.

• Maximising renewal revenue opportunities while maintaining excellent customer service standards.

• Taking ownership of customer enquiries and seeing them through to resolution.

• Managing a portfolio of customers and providing a seamless and positive experience.

• Working closely with Sales, Customer Success and other internal teams to support customer retention and growth.

• Maintaining a strong understanding of IRIS products, services and new developments.

• Ensuring service level agreements (SLAs) are consistently achieved through effective workload management and prioritisation.

• Participating in team meetings and wider business initiatives, bringing a commercially aware and customer-focused approach.

What we're looking for

Essential:

• Experience in a customer-facing role, whether over the phone, online or in person.

• Strong communication skills with the ability to build rapport and develop positive customer relationships.

• Excellent organisational skills with the ability to manage multiple priorities.

• Good working knowledge of Microsoft Office, including Outlook.

• Strong attention to detail and accuracy.

• Confident written, verbal and numerical communication skills.

• A proactive, enthusiastic approach and a genuine passion for delivering excellent customer service.

• The ability to remain calm, organised and solutions-focused in a fast-paced environment.

Desirable:

• Previous experience in renewals, sales, account management, customer retention or customer success.

• Experience within a software, SaaS, subscription or service-based business.

• Experience using Salesforce or a similar CRM platform.

• Experience working towards commercial targets, service levels, renewal targets or customer retention objectives.

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

• Belonging: A culture that celebrates diversity and empowers every individual.

What to expect from our hiring process

Our 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:

1. Application review — we assess your experience and potential

2. Initial call — a short conversation to learn about you and share more about the role

3. Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review

4. Final interview — meet the team and explore how you'll make an IMPACT at IRIS

We'll always walk you through the specific stages at the start of the process so you can prepare with confidence.

If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.