Performance Coach: Customer Success & Renewals

IRIS; Manchester; On-site; GBP 60,000 - 90,000; Full time

Job summary

IRIS Software Group in Manchester is seeking a Performance Lead to coach Customer Success and Renewals teams toward proactive, value-led conversations. You’ll work alongside managers and Learning & Development to translate performance data into practical action.

You'll help teams move from ticket-based support to outcomes, improve conversations, spot risks early, and drive retention and renewal. This hands-on role emphasizes coaching on adoption, value and commercial outcomes.

Qualifications

• Experience in Customer Success, Renewals, or Account Management in SaaS.
• Strong coaching and feedback skills.
• Ability to coach teams to adopt value-led conversations.

Responsibilities

• Provide practical coaching to improve performance, confidence and conversations.
• Help teams move from ticket-led to outcome-led by reinforcing consistent expectations.
• Support managers with coaching plans, feedback, and onboarding.
• Lead by example on day-to-day coaching on customer ownership and renewal conversations.
• Share best practice and create playbooks, prompts and resources.

Skills

Customer Success

Renewals

Coaching

Performance coaching

CRM Usage

Stakeholder Management

Tools

Salesforce

Job description

IRIS Software Group in Manchester is seeking a Performance Lead to coach Customer Success and Renewals teams toward proactive, value-led conversations. You’ll work alongside managers and Learning & Development to translate performance data into practical action.

You'll help teams move from ticket-based support to outcomes, improve conversations, spot risks early, and drive retention and renewal. This hands-on role emphasizes coaching on adoption, value and commercial outcomes.