Join to apply for the Customer Success Operations Manager role at IRIS Software Group.
At IRIS, we build software that helps organisations thrive, and we are committed to listening to our customers to support their success. We are seeking a Customer Success Operations Manager to oversee our customer feedback programmes and leverage insights to enhance customer experience across the company.
Key responsibilities include:
1. Managing NPS, Product NPS, and CSAT initiatives to ensure consistent feedback collection and clear reporting.
2. Analyzing survey responses to identify trends, risks, and opportunities, and producing engaging reports for stakeholders.
3. Collaborating with teams across Customer Success, Sales, Product, Marketing, and Support to share insights and drive improvements.
4. Managing tools such as Gainsight PX, maintaining data accuracy, and automating reporting processes where possible.
Ideal candidate profile:
* Experience in customer success operations or managing customer feedback programmes.
* Ability to translate data into actionable insights that improve customer satisfaction and retention.
* Proficiency with tools like Gainsight PX, Tableau, Power BI, or similar.
* Strong communication, collaboration, and project management skills.
* Background in Customer Success, Product, Marketing, or a related customer-facing role.
* A degree in Business, Marketing, or equivalent experience.
We offer flexible hybrid working, competitive salary and benefits, opportunities to lead strategic projects, private medical insurance, pension, and more. Our application process is straightforward and supportive, including a chat with our Talent team, assessments, and a strategic interview with our Chief Customer Officer.
Join us and help put customer insight at the heart of everything we do.
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