Performance Coach for Customer Success & Renewals

IRIS Software Group; Manchester; On-site; GBP 65,000 - 90,000; Full time

Job summary

IRIS Software Group in Manchester is seeking a Performance Lead for Customer Success & Renewals. This hands-on coaching role supports Customer Success Managers and Renewals Specialists to raise performance, improve conversations, and turn behaviours into everyday practice.

You'll work with managers and Learning & Development to define what good looks like, using data to guide actions, and help teams shift from reactive ticket handling to proactive, value-led outcomes.

Qualifications

• Experience coaching Customer Success and Renewals teams to improve performance.
• Proven ability to turn performance data into practical actions.
• Strong communication and stakeholder management skills.
• Experience supporting new starters and ramp-up.
• Understanding of value, adoption, retention, and renewal drivers.

Responsibilities

• Coach teams to move from ticket-led to outcome-led customer conversations.
• Help managers land messages and reinforce consistent expectations.
• Work with Learning & Development to make performance improvement practical.
• Use CRM activity, call reviews and feedback to spot improvement opportunities.
• Share best practices and create coaching resources for teams.

Skills

Coaching

Customer Success

Renewals

CRM

Salesforce

Communication

Influence

Tools

Salesforce

Job description

IRIS Software Group in Manchester is seeking a Performance Lead for Customer Success & Renewals. This hands-on coaching role supports Customer Success Managers and Renewals Specialists to raise performance, improve conversations, and turn behaviours into everyday practice.

You'll work with managers and Learning & Development to define what good looks like, using data to guide actions, and help teams shift from reactive ticket handling to proactive, value-led outcomes.