Customer Success - Team Lead

🌟 Team Leader – Customer Success Managers

👤 Reporting to

Customer Success Director – Accountancy

👥 Direct Reports

c.5 Customer Success Managers

📍 Location

Remote UK, Slough / Heathrow Approach or Manchester

✨ Role Overview

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.

🚀 About IRIS

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

🤝 Customer Success & Retention

• Drive strong customer relationships and positive customer outcomes
• Oversee Customer Success Plans across key accounts
• Improve NPS, CSAT, retention and renewals

⚠️ Escalation Management

• 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

🧠 Skills & Experience Required

• 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