Customer Renewals Team Lead

IRIS; Manchester; On-site; GBP 42,000 - 54,000; Full time

Job summary

IRIS Software Group in Manchester is seeking a Customer Renewals Team Lead to guide a team of Associates and Advisors. You’ll coach, monitor performance and drive customer retention and recurring revenue.

You’ll partner with Sales, Customer Success and Finance to improve processes, set clear KPIs and deliver a standout customer experience.

Qualifications

• Experience in a Team Lead, Supervisor or people leadership role.
• Experience in customer renewals, retention or account management.
• Commercial mindset with data and KPIs, plus proactive problem solving.

Responsibilities

• Lead, coach and develop a team of Customer Renewals Associates and Advisors.
• Set KPIs and help the team achieve and exceed targets.
• Run 1:1s, coaching sessions and development plans.
• Foster a positive, customer-focused team culture.
• Drive retention and renewal performance and revenue.

Skills

Team Leadership

Customer Renewals

KPI Management

Communication

Problem Solving

Prioritisation

Tech Awareness

Coaching

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.

Customer Renewals Team Lead

Location: Manchester
Team: Approx. 5 direct reports
Department: Customer Renewals
Company: IRIS Software Group

Ready to take the next step in your leadership career?

We’re looking for a passionate, commercially minded Customer Renewals Team Lead to join IRIS Software Group and lead a team of Customer Renewals Associates and Advisors.

This is a brilliant opportunity for someone who loves developing people, building high-performing teams and delivering fantastic customer experiences — while having a direct impact on customer retention and recurring revenue.

You’ll be at the heart of the Renewals function, coaching your team, improving performance and helping us create an even stronger experience for our customers.

What will you be doing?

You’ll take ownership of the day-to-day leadership and performance of your team, including:

• Leading, coaching and developing a team of Customer Renewals Associates and Advisors

• Setting clear KPIs and helping your team achieve and exceed their targets

• Running regular 1:1s, coaching sessions, performance reviews and development plans

• Creating a positive, accountable and customer-focused team culture

• Driving customer retention and renewal performance

• Identifying customer risks and supporting the team with more complex retention conversations

• Helping maximise recurring revenue and long-term customer value

• Working closely with Sales, Customer Success, Finance, Support, RevOps and Operations

• Identifying opportunities to improve processes, efficiency and the overall customer experience

• Supporting onboarding, succession planning and capability development across the team

What are we looking for?

We’d love to speak to someone who has:
Previous experience in a Team Lead, Supervisor or people leadership role
Experience within customer renewals, retention or account management
A commercial mindset and confidence working with performance data and KPIs
Excellent communication and relationship-building skills
A proactive approach to problem-solving and continuous improvement
The ability to prioritise and keep calm in a fast-paced environment
Experience within a technology or software business would be a bonus
A genuine passion for coaching and developing people

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.