🌟 Team Leader – Customer Success Managers
Customer Success Director – Accountancy
c.5 Customer Success Managers
Remote UK, Slough / Heathrow Approach or Manchester
We are looking for an experienced leader to manage a team of Customer Success Managers across our Accountancy customer base.
You will coach, develop and support the team to drive retention, renewals, adoption, NPS and customer satisfaction.
This is a great opportunity for someone with experience in Customer Success, Account Management or Retention who enjoys leading people, improving performance and building strong customer relationships.
IRIS Software Group supports over 120,000 customers globally across HR, payroll, finance, education and accountancy.
* 91 of the top 100 UK accountancy firms use IRIS
* 1 in 8 UK employees are paid through IRIS payroll software
* Recognised as a Great Place to Work across wellbeing, women and technology
📋 Key Responsibilities
👏 Team Leadership & Coaching
* Lead and coach a team of Customer Success Managers
* Conduct regular 1:1s and performance reviews
* Set clear expectations across retention, renewals and adoption
* Support team development and progression
* Drive strong customer relationships and positive customer outcomes
* Oversee Customer Success Plans across key accounts
* Improve NPS, CSAT, retention and renewals
* Manage complex or high-risk customer issues
* Work cross-functionally with Sales, Product and Support teams
📈 Planning & Insight
* Prioritise accounts based on risk and opportunity
* Use data and insight to identify trends and improve performance
* Experience in a Team Leader, Supervisor or Management role
* Background in Customer Success, Account Management or Retention
* Strong understanding of renewals, customer engagement and customer value
* Experience within a SaaS, software or technology business
* Excellent communication, organisation and stakeholder management skills
🎯 What Success Looks Like
* Strong retention and renewal rates
* Positive NPS and CSAT scores
* High-performing and engaged team
* Strong collaboration across Customer Success, Sales, Product and Support
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