Customer Success Coach

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

Our Customer Success and Renewals teams play a vital role in helping customers get value from our products, build long-term partnerships and continue choosing IRIS.

We're looking for an experienced Customer Success or Renewals professional who wants to use their experience in a different way.

Rather than managing your own portfolio or leading a team, you'll spend your time helping colleagues become more confident, proactive and commercially effective.

This is a hands-on coaching role where you'll work alongside Customer Success Managers and Renewals Specialists, helping them improve customer conversations, reinforce best practice and build habits that lead to better customer outcomes.

This isn't a traditional Learning & Development role.

You'll work closely with our existing L&D team, but your focus will be on bringing learning to life through practical coaching, live customer situations and day-to-day performance support.

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Why This Role Matters

We're changing how our Customer Success and Renewals teams work.

Rather than simply responding to customer requests, we're helping our people become trusted advisers who understand customer goals, identify risks early, create value and support successful renewals.

Changing behaviours takes more than formal training.

It requires someone who is visible with the team, understands the job first-hand and can coach people through real customer situations.

That's where you come in.

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What You'll Be Doing

No two weeks will be the same.

You might spend one morning sitting with Customer Success Managers reviewing customer conversations before helping a Renewals Specialist prepare for an important commercial discussion.

Later in the week you could be supporting new starters, reviewing CRM activity, identifying coaching opportunities with managers or sharing examples of great customer conversations across the wider team.

You'll regularly:

• Coach Customer Success Managers and Renewals Specialists through real customer situations.
• Observe customer conversations and provide practical, constructive feedback.
• Help colleagues move from reactive support to proactive customer success.
• Reinforce behaviours introduced through formal learning programmes.
• Support managers by identifying coaching opportunities and performance themes.
• Help new starters build confidence during onboarding.
• Use CRM activity, call reviews and customer insight to identify development needs.
• Share best practice and create simple coaching resources that improve consistency across the team.

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What We’re Looking For

This role is ideal for someone who has already built credibility within Customer Success or Renewals and now enjoys helping others perform at their best.

You might currently be, or have previously been, a:

• Customer Success Team Leader
• Renewals Team Leader
• Senior Customer Success Manager
• Senior Renewals Specialist
• Customer Success Coach
• Customer Success Enablement Specialist

You may also be an experienced Customer Success Manager or Renewals Specialist who naturally mentors colleagues and enjoys sharing knowledge.

You'll Likely Be A Great Fit If You Have:

• Experience with in Customer Success, Renewals or SaaS Account Management.
• Strong understanding of customer retention, renewals, adoption and customer value.
• Experience coaching, mentoring or developing colleagues.
• Confidence giving practical feedback based on real customer interactions.
• Experience reviewing customer conversations, CRM activity or performance data.
• Strong commercial awareness.
• Excellent communication and relationship-building skills.
• A hands-on approach and genuine passion for helping people improve.

It Would Be Great If You Also Have:

• Experience working within a SaaS or subscription software business.
• Salesforce or similar CRM experience.
• Experience supporting onboarding or new starter development.
• Experience working alongside Learning & Development or Enablement teams.
• Experience helping customer-facing teams adopt new ways of working.

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Why Apply?

This is an opportunity to step away from carrying your own customer portfolio or managing a team, while still making a…