Customer Success Business Partner

JR United Kingdom; Greater London; On-site; GBP 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Success Business Partner to enhance customer engagement and satisfaction. In this pivotal role, you will serve as a trusted advisor, guiding key customers through onboarding and product adoption to maximize their success with our software solutions. Your responsibilities will include managing relationships, driving renewals, and ensuring clients achieve their business goals. This is a fantastic opportunity to join a leading provider of mission-critical software, where your contributions will directly impact customer satisfaction and retention. If you're passionate about helping clients succeed and thrive in a dynamic environment, this role is for you.

Qualifications

• Experience in customer success or account management.
• Strong communication and relationship-building skills.

Responsibilities

• Manage relationships with key customers and ensure their success.
• Drive product adoption and customer satisfaction.
• Conduct regular meetings to address customer needs.

Skills

Customer Relationship Management

Onboarding and Training

Product Adoption Strategies

Customer Satisfaction Management

Education

Bachelor's Degree in Business or related field

Job description

Social network you want to login/join with:

Customer Success Business Partner, England

Client:

IRIS Software Group

Location:

England, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Views:

4

Posted:

08.05.2025

Expiry Date:

22.06.2025

Job Description:

About Us:

IRIS Software Group is a leading global provider of mission-critical software and services, and one of the UK’s largest privately held software companies.

We develop integrated software solutions to help organizations make better business decisions, minimize admin, and improve efficiency, giving more time for valued activities.

Founded 45 years ago, we have evolved from accountancy software to serving over 100,000 customers worldwide, investing heavily in development through our Indian and Romanian Product Development Centres to build next-generation cloud-based solutions.

Our payroll and HR solutions are used by nearly five million employees, with significant market presence in the UK and US. We are recognized with multiple awards including UK Tech Awards and UK National MAT Awards.

The role:

As a Customer Success Business Partner, you will act as a trusted advisor to key customers and strategic partners, helping them maximize the use of our school management software. Your responsibilities include understanding customer needs, onboarding new clients, managing product training, driving adoption and retention, and ensuring customer satisfaction. You will collaborate with various departments to guide our senior customers towards success.

Main Responsibilities:

1. Manage all products/solutions for VIP customers within the IRIS portfolio.
2. Develop trusted advisor relationships to identify and guide customers towards their goals.
3. Oversee onboarding and quickly achieve value realization.
4. Drive client adoption, renewals, expansion, and advocacy.
5. Manage multiple customers strategically, each with a spend exceeding £50,000.
6. Maintain daily relationships and communication to ensure success and growth.
7. Serve as the primary contact, coordinating IRIS resources and managing escalations.
8. Conduct regular meetings to understand and address customer business needs.
9. Act as the ‘voice of the customer’ to provide feedback for service improvement.
10. Deepen product knowledge to help customers adopt relevant features.
11. Create resources and improve existing approaches to customer success.
12. Use dashboards and Customer Success Plans to monitor and drive customer health.
13. Execute quarterly reviews and onboarding checks.
14. Review operational SLAs and ensure success plans are in place.
15. Discuss NPS and other survey processes with clients.
16. Follow escalation procedures to benefit clients and partners.
17. Understand client contracts to maximize value.
18. Maintain broad product knowledge to serve as a trusted advisor.
19. Deliver KPIs such as time to value, retention, LTV, and lead generation.