Job Description:

We are hiring a senior leadership professional to lead Customer Success for the Accountancy Vertical at IRIS Software Group. The role will own the complete customer lifecycle, including onboarding, adoption, migrations, renewals, and long-term value delivery, while driving retention, expansion, and customer satisfaction.

This is a strategic leadership position with direct influence on revenue growth, product direction, and customer experience.

Role Overview:

The Director Customer Success will be responsible for building and scaling a high-performing customer success organisation across multiple SaaS products. The role partners closely with Sales, Product, Support, Marketing, and Finance to optimise customer journeys and ensure measurable business outcomes.

Key Responsibilities:

- Lead and scale customer success teams across the accountancy product portfolio

- Own key customer success metrics: GRR, NRR, CSAT, NPS, Retention

- Design and optimise end-to-end customer journeys

- Act as strategic partner and escalation point for key enterprise customers

- Represent voice of customer in product and commercial decisions

- Drive adoption, migrations, and renewal excellence

- Improve productivity and engagement across CS, onboarding, and adoption teams

- Collaborate with leadership on growth and retention strategies

- Influence pricing, packaging, and service delivery models

- Manage change and transformation initiatives

Skills & Qualifications:

Educational Qualification

- MBA / Management / Engineering / Technology background preferred

- Relevant certifications in Customer Success / SaaS / Leadership preferred

Experience

- 15+ years in Customer Success, Account Management, or Client Leadership roles

- Strong exposure to B2B SaaS environments

- Experience in accountancy software / financial platforms preferred

- Proven record of managing large enterprise accounts

- Experience leading multi-layered teams

Technical & Functional Skills

- Expertise in customer lifecycle management

- Strong knowledge of SaaS retention and expansion models

- Advanced understanding of customer health scoring and analytics

- CRM / CS platforms exposure (Salesforce, Gainsight, Totango, etc.)

- Strategic planning and operational excellence

- Stakeholder management at C-level

Special Requirements

- Strong people leadership and coaching capability

- Ability to influence across functions and geographies

- Experience in transformation and scaling environments

- Comfortable working in remote / global teams

Preferred Industries

- SaaS / Cloud Software

- FinTech / Accounting Technology

- Enterprise Software

- B2B Technology Services

Key Skills

- Customer Success Leadership, SaaS Retention, NRR, GRR, Enterprise Account Management, Customer Analytics, CX Strategy, Stakeholder Management, Change Management, Team Building

Company Overview:

IRIS Software Group is one of the UKs largest privately held software companies, serving over 120,000+ customers globally across HR, Payroll, Finance, and Education software solutions. IRIS is backed by Hg Capital and is recognised as a Great Place to Work with strong focus on employee wellbeing and inclusion.