Customer Renewals Team Lead

IRIS Software Group; Manchester; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

IRIS Software Group is seeking a Customer Renewals Team Lead in Manchester to lead a team of Renewals Associates and Advisors, driving renewal performance and customer value. You will coach, monitor KPIs, and develop your team to deliver exceptional customer experiences and sustainable revenue.

The role requires a strong track record in customer renewals or account management, excellent communication skills, and a proactive approach to continuous improvement in a fast-paced software business.

Qualifications

• Proven experience leading teams in a customer renewals/retention or account management context.
• Strong track record with KPIs, targets and performance data.
• Excellent communication and relationship-building skills.
• Coaching and development of people to build high-performing teams.
• Commercial mindset with focus on renewals and recurring revenue.

Responsibilities

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

Skills

Team leadership

Customer renewals

Account management

KPIs & performance data

Communication

Coaching

Problem solving

Software industry experience

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.