Customer Success Business Partner

Direct message the job poster from IRIS Software Group

Manchester, Slough or Leeds (Hybrid 2-3 days a week in office)

Competitive + Commission

Permanent full time

We are looking for an experienced Customer Success Business Partner (CSBP) to join IRIS Software Group, supporting our market‑leading accountancy software portfolio
.

As a CSBP, you will act as a trusted advisor to our key customers and strategic service partners, helping them maximise value from their IRIS solutions throughout the entire customer lifecycle.

You will play a critical role in onboarding, adoption, retention, and growth, ensuring our customers achieve meaningful outcomes and long‑term success.

Working within the Customer Success Department
, you will collaborate closely with Customer Operations, Sales, Channel teams, and senior leadership to deliver exceptional customer experiences for our most valuable accounts.

• Manage a portfolio of VIP customers
  , overseeing all products and solutions across each customer’s IRIS accountancy software portfolio, typically supporting customers with annual spend in excess of £50,000.
• Develop strong, trusted‑advisor relationships with customers and strategic partners, including senior stakeholders, to understand their goals and guide them towards successful outcomes.
• Act as the primary point of contact for customers, strategically managing day‑to‑day communication, coordinating IRIS resources, and owning issue resolution and escalations.
• Oversee the end‑to‑end customer journey, including onboarding, implementation, Go Live Reviews, adoption, and ongoing optimisation to ensure rapid time to value.
• Drive product adoption, customer satisfaction, retention, renewals, expansion, and advocacy by aligning IRIS solutions to customer needs.
• Maintain a deep and continually developing understanding of IRIS products, services, and roadmaps, advising customers on the most relevant features and best practices.
• Create, maintain, and deliver Customer Success Plans for each customer and partner, using Customer Tracker dashboards and Gainsight to monitor customer health, create Calls to Action, and manage risk.
• Deliver Quarterly Business Reviews (QBRs) in collaboration with Account and Channel Managers to review performance, value delivered, and future opportunities.
• Review adherence to operational SLAs and ensure appropriate success plans are in place to address any areas of non‑compliance.
• Act as the voice of the customer
  , providing structured feedback to internal teams to improve products, services, and the overall customer experience.
• Support NPS and customer survey processes, ensuring customers are aware of and engaged with feedback initiatives.
• Maintain a strong understanding of customer contracts, subscriptions, and terms and conditions to maximise value for both the customer and IRIS.
• Identify upsell and cross‑sell opportunities and contribute to lead generation in partnership with Sales and Channel teams.
• Deliver Customer Success KPIs, including time to value, retention, lifetime value (LTV), and growth.

• 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
• Ability to prioritise effectively in a fast‑paced environment
• High attention to detail and strong problem‑solving skills
• Resilience and adaptability when facing challenges
• Self‑starter who can work independently while contributing to a team
• Experience with SaaS or accountancy software
• Familiarity with customer success platforms such as Gainsight
• Strong product knowledge or the ability to learn complex solutions quickly

• Join one of the leaders in UK Accountancy software at an exciting stage of growth with clear cut progression paths.
• Work for a certified Great Place to Work in every country we operate in.
• Join an inclusive environment where your ideas and experience can shape processes.

• Mid‑Senior level

• Full-time

• Customer Service and Sales

• Software Development, IT Services and IT Consulting, and Accounting

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