Renewals & Customer Success Specialist

IRIS; Manchester; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

IRIS Software Group in Manchester (hybrid) is seeking a Customer Renewals Associate to own a portfolio of SMB to mid-market customers, guiding them through the renewal process and delivering a seamless experience.

You'll manage renewals from start to finish, engage with customers by phone and email, and collaborate with Customer Success and Sales to protect recurring revenue and demonstrate value.

The role offers a competitive salary with commission and development opportunities.

Qualifications

• Experience in a customer-facing role, via phone, email or in person.
• Experience in sales, customer retention, renewals or account management.
• Strong communication and relationship-building skills.
• Excellent attention to detail and organisational abilities.
• Confident managing multiple priorities and deadlines.
• Experience using Salesforce or another CRM is advantageous.

Responsibilities

• Manage customer renewals from start to finish, ensuring opportunities are progressed and completed ahead of renewal dates.
• Build strong relationships with customers through regular phone and email engagement.
• Conduct proactive customer health checks with Customer Success teams to support retention and satisfaction.
• Communicate renewal quotations and pricing changes professionally.
• Respond to customer inquiries promptly, providing accurate information and resolving issues.
• Identify potential customer risks and work proactively to achieve positive outcomes.
• Maintain accurate customer records and activity within Salesforce and other systems.
• Support revenue retention by helping customers understand the value of their solutions.
• Collaborate with colleagues across Customer Success, Sales and other teams to deliver the best customer experience.
• Contribute ideas to improve processes and the overall customer journey.

Skills

Customer-facing

Sales

Customer retention

Renewals

Account management

Communication

Attention to detail

Organisational skills

Microsoft Office

Tools

Salesforce

CRM

Microsoft Office

Job description

IRIS Software Group in Manchester (hybrid) is seeking a Customer Renewals Associate to own a portfolio of SMB to mid-market customers, guiding them through the renewal process and delivering a seamless experience.

You'll manage renewals from start to finish, engage with customers by phone and email, and collaborate with Customer Success and Sales to protect recurring revenue and demonstrate value.

The role offers a competitive salary with commission and development opportunities.