Senior Customer Intelligence Manager - Retention

This is a role where insight genuinely influences business decisions.

We’re hiring a Senior Manager, Business Intelligence to help shape how IRIS Software Group understands, supports, and retains its customers.

This role sits at the centre of our Customer Success and Renewals organisation. Your job is to turn customer data into clear, meaningful insight that helps the business protect recurring revenue, improve customer experience, and make smarter strategic decisions.

You’ll work across customer behaviour, retention, renewals, support performance, and customer sentiment – helping senior leaders understand what’s working, what isn’t, and where we need to act.

This is a brilliant opportunity for someone who enjoys combining analytics, commercial thinking, and storytelling through data in a fast-moving SaaS environment.

• Why customers stay
• Why customers leave
• Which customers are at risk
• What impacts retention and renewals
• How support and customer experience influence revenue
• Where teams should focus to improve outcomes

Your insight will help shape decisions across Customer Success, Renewals, Product, Support, and Executive leadership teams.

You’ll also play a key role in helping IRIS strengthen customer retention across a large multi-product software business.

You’ll join our Customer Operations function and report directly to the Director of Customer Revenue Operations.

You’ll work closely with teams across:

• Customer Success
• Renewals
• Support
• Product
• Commercial Operations

This role acts as the central owner of customer intelligence reporting and insight across IRIS.

You’ll become a trusted partner to senior stakeholders who rely on your insight to make strategic decisions.

You’ll bring together data from platforms including Salesforce, Gainsight, and our data warehouse to build a clear picture of customer health, retention, renewals, and churn.

You’ll help create a single source of truth for customer reporting across the business.

You’ll analyse customer behaviour and identify patterns around:

• Churn
• Retention
• Renewal performance
• Product usage
• Pricing sensitivity

Most importantly, you’ll turn those findings into recommendations teams can actually act on.

You’ll build reporting and insight packs used across leadership meetings, ExCo discussions, and Board-level conversations.

A big part of the role is simplifying complex data into clear, decision-ready stories for non-technical audiences.

You’ll support the development of smarter customer health models and early-warning indicators that help teams identify at-risk customers before renewal dates arrive.

Your work will directly support customer retention and recurring revenue growth.

We’re looking for someone who combines strong analytical capability with commercial awareness and excellent communication skills.

You’ll likely be a strong fit if you have experience in areas such as:

• Customer Analytics
• Revenue Operations
• Customer Success Operations
• Renewals or Retention Analytics

You’ll probably also bring:

• Experience working within a B2B SaaS or subscription software business
• Strong SQL and data analysis capability
• Experience working with large datasets from multiple systems
• Experience using Salesforce, Gainsight, or similar customer platforms
• Experience with BI tools such as Power BI, Tableau, or Looker
• Strong understanding of SaaS metrics including ARR, GRR, NRR, churn, and retention
• Confidence presenting insight to senior stakeholders
• The ability to explain complex information clearly and simply
• Experience influencing decisions through data and insight

Experience with customer health scoring, predictive analytics, or PE-backed software businesses would be beneficial.

Within your first 12 months, you’ll help establish:

• A trusted reporting framework for customer retention across IRIS
• Better visibility of churn drivers and customer risk
• Stronger insight into customer behaviour and renewal performance
• More proactive retention planning across the business