Customer Success Performance Coach

At IRIS, we build software that helps organisations work smarter, save time, stay compliant, and achieve more.

Our customers rely on our products every day, and our Customer Success and Renewals teams play a key role in helping them get value, stay engaged, and continue their partnership with us.

We’re now looking for a Customer Success & Renewals Performance Coach to help our teams continue moving from a reactive, ticket-based way of working to a more proactive, outcome-led and commercially confident approach.

This is a hands‑on coaching and enablement role.

You won’t be line managing the team. Instead, you’ll be visible with our Customer Success Managers and Renewals Specialists, helping people understand what good looks like, improve customer conversations, build confidence, and turn the right behaviours into everyday habits.

You’ll work closely with managers, leaders and Learning & Development to make performance improvement practical, clear and consistent.

Great Customer Success is about more than answering queries or closing tickets. It is about understanding what the customer is trying to achieve, helping them get value from our products, spotting risk early, building strong relationships, and supporting retention and renewal. That shift takes coaching, consistency and reinforcement. That’s where you come in. You’ll help our teams build the confidence, skills and commercial awareness needed to have better customer conversations and drive better outcomes.

Simply put, you’ll help make the change happen day to day.

No two weeks will look exactly the same. One day you might be sitting with a Customer Success Manager to review how they approached a customer conversation. The next, you might be helping a Renewals Specialist build confidence around a commercial discussion, supporting a new starter with their ramp plan, or working with a manager to reinforce consistent expectations across their team.

You might listen to calls, review CRM activity, look at performance trends, share best practice, or coach someone through how to handle a difficult customer situation. Your role will include:

You’ll provide practical, supportive coaching to help people improve their performance, confidence and customer conversations. This could include coaching around customer ownership, renewal conversations, adoption, value, risk, follow‑up, objection handling, call quality, activity levels or customer engagement.

You’ll help reinforce the shift from simply responding to customer requests to taking ownership of customer outcomes. You’ll encourage people to think beyond the immediate query and ask: what is the customer trying to achieve, are they getting value, is there a risk we need to act on, and how do we support retention and renewal?

You won’t replace managers, but you will help them land the message. You’ll work with frontline managers to reinforce expectations, share themes, support coaching conversations and help build consistency across teams.

You’ll help new colleagues ramp up successfully by giving them practical support, guidance and feedback. You’ll also feed back common themes that could improve onboarding, training or early‑stage support.

You don’t need to be a data analyst, but you do need to be comfortable using performance information to spot patterns and focus your coaching. This could include CRM activity, call quality, customer feedback, renewal progress, customer health, activity levels, target progress, new starter ramp or manager feedback. You’ll help create consistency by spotting what is working well and sharing it across teams.

This might include coaching guides, call examples, conversation prompts, playbooks, checklists or simple best‑practice resources.

We’re less interested in job titles and more interested in relevant experience. You may currently be, or have previously been, a Customer Success Manager, Senior Customer Success Manager, Renewals…