Performance Coach for Customer Success & Renewals

IRIS Software Group; Manchester; On-site; GBP 70,000 - 90,000; Full time

Job summary

IRIS Software Group is seeking a Performance Lead for Customer Success & Renewals to move teams from reactive ticket handling to proactive, outcome-led engagement. This hands-on coaching role focuses on building consistency, practical actions and commercial awareness across CS and Renewals.

You'll work with Customer Success Managers, Renewals Specialists, and leaders to develop coaching plans, share best practices and embed behaviours that drive adoption, retention and renewal.

Qualifications

• Experience coaching others to improve through practical feedback.
• Strong understanding of customer-facing roles in SaaS businesses.
• Ability to translate data insights into actionable coaching plans.
• Excellent communication and relationship-building skills.

Responsibilities

• Provide practical coaching to help CS and Renewals teams improve performance, confidence and customer conversations.
• Develop and share coaching guides, playbooks and best-practice resources.
• Use CRM data, call reviews and customer feedback to spot patterns and guide action.
• Support managers with performance check-ins and ramp plans for new starters.
• Help teams move from ticket-led to outcome-led customer conversations.

Skills

Coaching & mentoring

Customer Success

SaaS / software industry

Data-driven decision making

Communication skills

Job description

IRIS Software Group is seeking a Performance Lead for Customer Success & Renewals to move teams from reactive ticket handling to proactive, outcome-led engagement. This hands-on coaching role focuses on building consistency, practical actions and commercial awareness across CS and Renewals.

You'll work with Customer Success Managers, Renewals Specialists, and leaders to develop coaching plans, share best practices and embed behaviours that drive adoption, retention and renewal.