Customer Retention Associate (Entry Level)

IRIS; Manchester; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

IRIS Software Group in Manchester (hybrid) is seeking a Customer Renewals Associate to own a portfolio of SMB to mid-market customers, guiding them through the renewal process and delivering a seamless experience.

You'll manage renewals from start to finish, engage with customers by phone and email, and collaborate with Customer Success and Sales to protect recurring revenue and demonstrate value.

The role offers a competitive salary with commission and development opportunities.

Qualifications

• Experience in a customer-facing role, via phone, email or in person.
• Experience in sales, customer retention, renewals or account management.
• Strong communication and relationship-building skills.
• Excellent attention to detail and organisational abilities.
• Confident managing multiple priorities and deadlines.
• Experience using Salesforce or another CRM is advantageous.

Responsibilities

• Manage customer renewals from start to finish, ensuring opportunities are progressed and completed ahead of renewal dates.
• Build strong relationships with customers through regular phone and email engagement.
• Conduct proactive customer health checks with Customer Success teams to support retention and satisfaction.
• Communicate renewal quotations and pricing changes professionally.
• Respond to customer inquiries promptly, providing accurate information and resolving issues.
• Identify potential customer risks and work proactively to achieve positive outcomes.
• Maintain accurate customer records and activity within Salesforce and other systems.
• Support revenue retention by helping customers understand the value of their solutions.
• Collaborate with colleagues across Customer Success, Sales and other teams to deliver the best customer experience.
• Contribute ideas to improve processes and the overall customer journey.

Skills

Customer-facing

Sales

Customer retention

Renewals

Account management

Communication

Attention to detail

Organisational skills

Microsoft Office

Tools

Salesforce

CRM

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.

Location: Manchester or Slough (Hybrid)

Salary: Competitive + Commission

At IRIS Software Group, we're passionate about helping our customers succeed. We're looking for a proactive and customer-focused Customer Renewals Associate to join our growing Renewals team. If you enjoy building relationships, delivering great customer experiences, and helping customers get the most from their software solutions, we'd love to hear from you.

Reporting to the Customer Renewals Team Lead, you'll play a key role in supporting the renewal journey for an assigned portfolio of customers, helping to protect recurring revenue while ensuring our clients continue to receive value from their partnership with IRIS.

What You’ll Be Doing

As a Customer Renewals Associate, you'll take ownership of a portfolio of SMB to mid-market customers, guiding them through the renewal process and delivering a seamless customer experience.

Key responsibilities include:

• Managing customer renewals from start to finish, ensuring opportunities are progressed and completed ahead of renewal dates.
• Building strong relationships with customers through regular phone and email engagement.
• Conducting proactive customer health checks alongside our Customer Success teams to support retention and satisfaction.
• Communicating renewal quotations and pricing changes professionally and confidently.
• Responding to customer enquiries promptly, providing accurate information and helping resolve issues effectively.
• Identifying potential customer risks and working proactively to achieve positive outcomes.
• Maintaining accurate customer records and activity within Salesforce and other internal systems.
• Supporting revenue retention by helping customers understand the value of their solutions and making informed renewal decisions.
• Working closely with colleagues across Customer Success, Sales and other teams to deliver the best possible customer experience.
• Contributing ideas to improve processes, efficiency and the overall customer journey.

What We’re Looking For

We're looking for someone who enjoys working with customers, takes ownership of their work, and thrives in a fast-paced environment.

You’ll ideally have:

• Experience in a customer-facing role, either over the phone, via email or in person.
• Previous experience in sales, customer retention, renewals, account management or a similar commercial role.
• Strong communication and relationship-building skills.
• Excellent attention to detail and organisational abilities.
• Confidence managing multiple priorities and meeting deadlines.
• Good IT skills, including Microsoft Office applications.
• Experience using Salesforce or another CRM system would be advantageous.

Most importantly, you'll be someone who is customer-centric, proactive, resilient and motivated to develop your career within a successful and growing organisation.

Why Join IRIS?

At IRIS, you'll be part of a collaborative and supportive team where your contribution makes a real impact. We offer opportunities for development and progression, alongside the chance to work with a diverse portfolio of customers and play a vital role in their ongoing success.

If you're passionate about delivering excellent customer experiences and building long-term customer relationships, we'd love to hear from you.

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.