Performance Lead - Customer Success & Renewals

Behind every successful customer is a team of Customer Success Managers and Renewals Specialists helping customers get value from our products, stay engaged, and continue their partnership with us. We're looking for a Performance Lead to help those teams perform at their very best. This is an exciting opportunity for someone who loves helping people succeed, enjoys coaching and developing others, and gets satisfaction from turning performance data into meaningful action. You'll work closely with leaders, managers, and colleagues across Customer Success and Renewals, helping to identify what's working, what's not, and how we can continually raise the bar. If you've worked in Customer Success, Renewals, Account Management, Sales Enablement, Learning & Development, Revenue Operations, or another customer-focused SaaS environment, and you're passionate about improving performance, we'd love to hear from you. Why This Role Matters Great customer experiences don't happen by accident. They happen when people have clear expectations, the right support, effective coaching, and opportunities to develop. That's where you come in. This role has been created to help build a culture where performance is understood, supported, and continually improving. You'll help managers become better coaches. You'll help new starters become successful more quickly. You'll help individuals overcome challenges and reach their potential. And you'll help senior leaders understand where performance can improve and what action needs to be taken. Your work will directly influence:

• Customer retention
• Revenue growth
• Customer satisfaction
• Employee development
• Team performance
• Customer Success and Renewals culture
Simply put, your impact will be felt across the business. About the Team You'll Join This is a standalone specialist role reporting directly to our VP, Customer Success. You'll work across our Accountancy, Education, and Commercial divisions, partnering closely with:
• Customer Success Directors
• Renewals Leaders
• Team Managers
• Learning & Development
• Senior Leadership Teams
You'll become the go-to person for performance improvement, coaching, development, and best practice across Customer Success and Renewals. What You'll Be Doing No two weeks will look exactly the same. One day you might be coaching a manager on how to improve performance conversations. The next you could be analysing customer success metrics to identify trends and opportunities. You might be helping a new starter reach full productivity more quickly, supporting someone who needs additional coaching, or presenting performance insights to senior leaders. Your focus will include: Helping People Perform at Their Best
• Coach and support Customer Success and Renewals colleagues
• Help individuals improve performance, confidence, and capability
• Support managers with performance conversations and development plans
• Share best practice and create consistency across teams
Developing Managers
• Help managers become stronger coaches and leaders
• Improve the quality of 1:1s, feedback, goal setting, and accountability
• Support managers in identifying and addressing performance challenges early
Supporting New Starters
• Help new hires settle in and become successful more quickly
• Identify development needs and recommend support
• Work closely with Learning & Development to strengthen onboarding and training
Using Data to Drive Improvement
• Analyse performance trends and identify opportunities
• Turn data into practical actions and recommendations
• Track key measures including customer retention, customer satisfaction, customer health, and team performance
Building a High-Performance Culture
• Create an environment where expectations are clear
• Ensure success is recognised and celebrated
• Help teams continuously improve
• Encourage accountability, ownership, and development
What We're Looking For We're less interested in job titles and more interested in experience. You may currently work in:
• Customer Success
• Customer Success Operations
• Renewals
• Account Management
• Sales Enablement
• Revenue Operations
• Learning & Development
• Commercial Performance
• Customer Experience
Most importantly, you'll have experience helping people improve performance and achieve better results.


• Experience within a Customer Success, Renewals, SaaS, subscription, or customer-facing commercial environment
• Experience coaching, developing, or improving the performance of individuals and teams
• Strong understanding of KPIs, performance metrics, and data analysis
• Ability to identify performance trends and turn them into practical actions
• Experience influencing managers and stakeholders
• Confidence working with CRM systems such as Salesforce and performance reporting tools
• Excellent communication and relationship-building skills
Desirable Experience
• Experience in a software or SaaS business
• Experience in Learning & Development, Enablement, or Performance Coaching
• Coaching qualifications or formal coaching training
• Experience with tools such as Gong, Chorus, Highspot, or similar
• Degree educated
You'll Thrive In This Role If You...
• Enjoy helping people succeed
• Love coaching and developing others
• Are naturally curious and enjoy solving problems
• Use data to support decisions
• Build trust and credibility quickly
• Can challenge constructively when needed
• Stay focused on outcomes
• Take ownership and make things happen
  
  A panel interview with our VP, Customer Success, Director, Customer Success, and Chief Customer Officer.
Together, we help thousands of customers achieve more with software that simplifies complex processes, saves time, and supports long-term success. About IRIS As one of the UK's largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations. IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence. Over 4 million parents use our software to connect with their child's school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance. Our operational software is the invisible but essential beating heart of our customers' businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity. It's vital these mission-critical functions work first time, every time. That's why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time - so they can focus on productivity and growth. IRIS is a company built on hiring the best people; our people are our greatest assets. They enable us to be the innovative, market-leading, and high-performing company that we are today. We're delighted to be certified as a Great Place to Work and one of the UK's Best Workplaces for Women. These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward. IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do. This is why we work to create an environment where employees feel like they are part of a team. Why work for IRIS? The Benefits Developing your career We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by: Leading Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training. Excelling Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values. Growing Offering regular training and development programmes tailored to each employee's development needs and providing a commitment to a 'learning culture' which shares knowledge, best practice and our long-standing expertise between employees. Listening We're committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys. Sharing Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.

This is an opportunity to step into a role where your impact will be highly visible. You'll help shape how performance is developed across Customer Success and Renewals while working closely with senior leaders and influencing real business outcomes. You'll enjoy:
• A role focused on coaching, development, and improvement
• Direct exposure to senior leadership
• The opportunity to influence customer retention and growth
• Variety, autonomy, and ownership
• A supportive and collaborative environment
• Career development opportunities within a growing software business
• Competitive salary and benefits package
What Can You Expect From Our Application Process? We like to keep things simple, transparent, and fair: 1️⃣ Apply online Just upload your CV and tell us why you're interested in the role. 2️⃣ Initial Interview (plus Online Assessments)
• A chat with our Talent team.
• Two short assessments:
• CCAT (15-minute timed test).
• EPP (untimed personality questionnaire).
3️⃣ Stage One A discussion with our Customer Success leadership team focused on your experience, approach to coaching, and performance improvement expertise. 4️⃣ Stage Two