Customer Success Operations Manager

IRIS Software Group; Manchester; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

Join a leading software company as a Customer Success Operations Manager, where your insights will shape customer experiences. In this pivotal role, you'll manage key feedback programmes, analyze customer data, and collaborate across teams to enhance satisfaction and retention. This opportunity offers a supportive culture, flexible working options, and the chance to drive strategic initiatives that truly make a difference. If you're passionate about customer success and data-driven decision-making, this is the perfect role for you.

Benefits

Private medical insurance

Pension

Flexible working options

Opportunities to lead strategic projects

Qualifications

• Experience in customer success operations or feedback programmes.
• Ability to turn data into actionable insights.

Responsibilities

• Manage NPS, Product NPS, and CSAT initiatives.
• Analyze survey responses to highlight trends and opportunities.

Skills

Customer Success Operations

Data Analysis

Communication Skills

Project Management

Education

Degree in Business

Degree in Marketing

Tools

Gainsight PX

Tableau

Power BI

Job description

2 days ago Be among the first 25 applicants

Direct message the job poster from IRIS Software Group

Just a regular guy that hires top talent for one of UK’s largest privately held software companies.

Make a real impact by turning customer feedback into action.

At IRIS, we build software that helps organisations thrive - and we’re just as committed to listening to our customers as we are to supporting their success. We’re looking for a Customer Success Operations Manager to take ownership of our customer feedback programmes and use insights to help shape customer experience across the business.

In this role, you’ll manage our NPS, Product NPS, and CSAT programmes, turning feedback into clear recommendations that influence how we retain customers, improve satisfaction, and deliver long-term value. You’ll work closely with teams across Customer Success, Sales, Product, Marketing and Support—playing a key role in how we listen to customers and act on what they tell us.

If you enjoy connecting the dots between data and decisions -and you’ve got experience working in customer-focused environments - this could be a brilliant next step in your career.

What Will You Be Doing?

• Managing and improving NPS, Product NPS, and CSAT initiatives
• Ensuring feedback is collected consistently and reported clearly
• Identifying the most relevant metrics to focus improvement efforts
• Analysing survey responses to highlight trends, risks and opportunities
• Producing reports and presentations that engage a variety of stakeholders
• Segmenting insights to understand different customer journeys and needs

Collaborating across teams

• Working closely with Product, Support, Marketing and more to share insights
• Helping close the loop on customer feedback and tracking improvement actions
• Influencing customer success strategies through evidence-based recommendations
• Speaking directly with customers to deepen insights and resolve concerns
• Improving feedback processes and response rates
• Helping embed a customer-first mindset across the business

Own our tools

• Managing platforms such as Gainsight PX and ensuring feedback flows smoothly
• Keeping data accurate and reporting processes automated where possible

Who Are We Looking For?

• Experience running customer success operations or customer feedback programmes
• Ability to turn data into meaningful, actionable insight
• A strong track record of using insights to improve customer satisfaction and retention
• Confidence with tools like Gainsight PX, Tableau, Power BI or similar
• Strong communication and cross-functional collaboration skills
• A confident project manager—you can manage multiple priorities, meet tight deadlines, and take ownership of your work without needing close supervision
• Background in Customer Success, Product, Marketing or another customer-facing role
• Degree in Business, Marketing or a similar field is helpful—but equivalent experience matters just as much.

At IRIS, your growth matters as much as our customers’. You’ll find a supportive, inclusive culture, flexible working options, and opportunities to lead and shape how we serve our customers.

We offer:

Flexibility through hybrid working

Competitive salary and benefits

Opportunities to lead strategic projects

Private medical insurance, pension, and more

What Can You Expect From Our Application Process?

We know that exploring a new opportunity internally is a big decision. Our process is simple, supportive, and designed to help you succeed:

Quick and simple—no long forms.

A friendly chat with our Talent team and two short assessments (CCAT + EPP).

• The CCAT is a quick 15-minute timed test—best completed somewhere quiet with a pen and paper.
• The EPP is untimed, giving you space to work through it comfortably.

A deeper dive into your experience and how you’d contribute to the team.

Meet some of the stakeholders you’d work with and share your ideas.

A strategic conversation with our Chief Customer Officer.

This is an exciting opportunity to grow your career and help IRIS deliver an even better customer experience.

Apply today and help us put customer insight at the heart of everything we do.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Project Management, and Marketing

• Industries

  Software Development

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