Customer Success Performance Coach

IRIS Software Group; Manchester; On-site; GBP 65,000 - 95,000; Full time

Job summary

IRIS Software Group is seeking a Performance Lead to coach Customer Success and Renewals teams, shifting from reactive ticket handling to proactive, outcome-led conversations. You’ll work closely with managers and Learning & Development to make performance improvement practical and consistent.

This hands-on role focuses on building confidence, adoption, retention and renewal through practical coaching, data-driven insights, and sharing best practices across the teams.

Qualifications

• Experience in Customer Success, Renewals, Account Management, SaaS or other customer-facing commercial environments.
• Ability to coach others with practical feedback to drive improvement.
• Strong communication skills with the confidence to give clear, constructive feedback.

Responsibilities

• Coach Customer Success and Renewals colleagues to improve performance, confidence and conversations.
• Help teams move from ticket-led to outcome-led customer conversations.
• Support managers with coaching conversations, onboarding and ramp plans for new starters.
• Use data and CRM activity to spot patterns and turn insights into practical actions.
• Share best practices and create coaching guides, playbooks and prompts for teams.

Skills

Coaching

Customer Success

Renewals

Data insights

Communication

Performance coaching

Tools

Salesforce

Job description

IRIS Software Group is seeking a Performance Lead to coach Customer Success and Renewals teams, shifting from reactive ticket handling to proactive, outcome-led conversations. You’ll work closely with managers and Learning & Development to make performance improvement practical and consistent.

This hands-on role focuses on building confidence, adoption, retention and renewal through practical coaching, data-driven insights, and sharing best practices across the teams.