VIP Accounts CSM | Hybrid + Commission | Growth & Value

IRIS Software Group; Slough; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

IRIS Software Group in the UK is seeking an experienced Customer Success Manager to support our market-leading HCM software portfolio. You will act as a trusted advisor to key customers and strategic service partners, helping them maximise value from IRIS solutions throughout the customer lifecycle.

In this hybrid role, you will own onboarding, adoption, retention and growth across VIP accounts, coordinating with Sales, Channel and Customer Operations to deliver exceptional outcomes and

Qualifications

• 4+ years’ experience in Customer Success, Account Management, or a similar customer-facing role.
• Proven ability to manage multiple strategic customers concurrently.
• Strong project management and organisational skills.
• Excellent relationship-building capabilities, including at senior stakeholder level.
• Strong verbal and written communication skills, including presentations.

Responsibilities

• Manage a portfolio of VIP customers, overseeing all products and solutions across each customer’s IRIS HCM software portfolio.
• Develop trusted-advisor relationships with customers and strategic partners, including senior stakeholders.
• Act as the primary point of contact for customers, coordinating IRIS resources and owning escalations.
• Oversee onboarding, implementation, Go Live Reviews, adoption, and optimisation to drive time to value.
• Drive product adoption, retention, renewals, expansion and advocacy by aligning IRIS solutions to needs.
• Maintain understanding of IRIS products, services and roadmaps, advising on features and best practices.
• Create and deliver Customer Success Plans and monitor health using dashboards and action items.
• Deliver Quarterly Business Reviews in collaboration with Account and Channel Managers.
• Review SLAs and ensure success plans address non-compliance areas.
• Act as the voice of the customer to feedback into internal teams.
• Support NPS and customer survey processes and feedback initiatives.
• Maintain knowledge of contracts and subscriptions to maximise value for both customer and IRIS.
• Identify upsell/cross-sell opportunities and contribute to lead generation with Sales/Channel.
• Deliver Customer Success KPIs including time to value, retention, LTV and growth.

Skills

Project management

Organisation

Relationship-building

Verbal communication

Written communication

Prioritisation

Attention to detail

Problem-solving

SaaS

Gainsight

Product knowledge

Tools

Gainsight

Job description

IRIS Software Group in the UK is seeking an experienced Customer Success Manager to support our market-leading HCM software portfolio. You will act as a trusted advisor to key customers and strategic service partners, helping them maximise value from IRIS solutions throughout the customer lifecycle.

In this hybrid role, you will own onboarding, adoption, retention and growth across VIP accounts, coordinating with Sales, Channel and Customer Operations to deliver exceptional outcomes and