Customer Success Operations Manager
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Make a real impact by turning customer feedback into action.
At IRIS, we build software that helps organisations thrive - and we’re just as committed to listening to our customers as we are to supporting their success. We’re looking for a Customer Success Operations Manager to take ownership of our customer feedback programmes and use insights to help shape customer experience across the business.
In this role, you’ll manage our NPS, Product NPS, and CSAT programmes, turning feedback into clear recommendations that influence how we retain customers, improve satisfaction, and deliver long-term value. You’ll work closely with teams across Customer Success, Sales, Product, Marketing and Support—playing a key role in how we listen to customers and act on what they tell us.
If you enjoy connecting the dots between data and decisions—and you’ve got experience working in customer-focused environments - this could be a brilliant next step in your career.
💬 What Will You Be Doing?
Leading customer feedback programmes
- Managing and improving NPS, Product NPS, and CSAT initiatives
- Ensuring feedback is collected consistently and reported clearly
- Identifying the most relevant metrics to focus improvement efforts
Turning data into insight
- Analysing survey responses to highlight trends, risks and opportunities
- Producing reports and presentations that engage a variety of stakeholders
- Segmenting insights to understand different customer journeys and needs
Collaborating across teams
- Working closely with Product, Support, Marketing and more to share insights
- Helping close the loop on customer feedback and tracking improvement actions
- Influencing customer success strategies through evidence-based recommendations
Drive continuous improvement
- Speaking directly with customers to deepen insights and resolve concerns
- Improving feedback processes and response rates
- Helping embed a customer-first mindset across the business
Own our tools
- Managing platforms such as Gainsight PX and ensuring feedback flows smoothly
- Keeping data accurate and reporting processes automated where possible
🙌 Who Are We Looking For?
- Experience running customer success operations or customer feedback programmes
- Ability to turn data into meaningful, actionable insight
- A strong track record of using insights to improve customer satisfaction and retention
- Confidence with tools like Gainsight PX, Tableau, Power BI or similar
- Strong communication and cross-functional collaboration skills
- A confident project manager—you can manage multiple priorities, meet tight deadlines, and take ownership of your work without needing close supervision
- Background in Customer Success, Product, Marketing or another customer-facing role
- Degree in Business, Marketing or a similar field is helpful—but equivalent experience matters just as much.
🌟 Why Join IRIS?
At IRIS, your growth matters as much as our customers’. You’ll find a supportive, inclusive culture, flexible working options, and opportunities to lead and shape how we serve our customers.
We offer:
✔ A collaborative, people-first culture
✔ Flexibility through hybrid working
✔ Competitive salary and benefits
✔ Opportunities to lead strategic projects
✔ 26 days’ holiday + bank holidays
✔ Private medical insurance, pension, and more
🚀 What Can You Expect From Our Application Process?
We know that exploring a new opportunity internally is a big decision. Our process is simple, supportive, and designed to help you succeed:
1️⃣ Apply Online
Quick and simple—no long forms.
2️⃣ Initial Interview (plus Online Assessments)
A friendly chat with our Talent team and two short assessments (CCAT + EPP).
- The CCAT is a quick 15-minute timed test—best completed somewhere quiet with a pen and paper.
- The EPP is untimed, giving you space to work through it comfortably.
3️⃣ Hiring Manager Interview
A deeper dive into your experience and how you’d contribute to the team.
4️⃣ Panel Interview
Meet some of the stakeholders you’d work with and share your ideas.
5️⃣ Final Interview
A strategic conversation with our Chief Customer Officer.
This is an exciting opportunity to grow your career and help IRIS deliver an even better customer experience.
Apply today and help us put customer insight at the heart of everything we do.
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:
Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.
Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.
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.
We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.
Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.
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