Customer Success Operations Manager
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Customer Success Operations Manager – Customer Feedback
We are seeking an experienced and data-driven Customer Success Operations Manager to lead the operation and execution of our Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs including Product NPS. This is a key role in ensuring we continuously gather valuable customer feedback, analyse insights, and drive improvements across the customer experience. You will work cross-functionally with teams in Customer Success, Sales, Support, Product and Marketing to deliver actionable insights and enhance customer retention and satisfaction.
Key Responsibilities:
- Program Management:
- Lead the planning, execution, and optimization of the NPS, pNPS and CSAT programs across various touchpoints of the customer journey.
- Improve and maintain processes for collecting, analysing, and reporting on NPS, pNPS and CSAT data.
- Work with stakeholders to identify key metrics and customer touchpoints that impact overall customer satisfaction.
- Data Analysis & Insights:
- Analyse NPS, pNPS and CSAT data to identify trends, patterns, and areas for improvement.
- Prepare regular reports and presentations on NPS, pNPS and CSAT performance, highlighting actionable insights, root cause analysis, and recommended actions.
- Conduct deep dives into customer feedback, segmenting data by customer type, lifecycle stage, and other relevant categories to uncover actionable insights.
- Collaboration with Teams:
- Partner with Cross-functional teams to ensure alignment on customer feedback initiatives and act on findings to drive customer retention, product improvement, and growth.
- Work closely with the product team to create feedback loops that directly influence product development and feature prioritization based on customer sentiment.
- Help define customer success strategies and ensure NPS, pNPS and CSAT insights are integrated into ongoing customer success initiatives.
- Customer Engagement & Advocacy:
- Develop strategies to engage with promoters and detractors based on survey results, driving positive advocacy while addressing customer concerns effectively.
- Champion the voice of the customer internally to promote customer-centric decision-making across the organization.
- Process Improvement:
- Continuously assess and optimize the NPS, pNPS and CSAT survey processes, ensuring high-quality data collection and survey response rates.
- Implement automation and efficiency improvements to scale survey distribution and data processing.
- Monitor and improve customer touchpoints to enhance survey completion rates and data quality.
- Technology and Tool Management:
- Oversee the management of NPS/ CSAT inhouse tool and Gainsight PX, ensuring data integrity and seamless integration with other systems.
- Leverage customer feedback platforms, such as [insert platform names], to automate and streamline survey distribution and reporting.
Qualifications/Skills:
- Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
- 3+ years of experience in customer success operations, customer experience, or related roles, with a strong focus on NPS, CSAT, or customer feedback programs.
- Proven track record in program management, data analysis, and delivering actionable insights that improve customer satisfaction and retention.
- Strong analytical skills with the ability to transform complex data into clear, concise reports and presentations.
- Experience with Gainsight PX preferred
- Familiarity with customer feedback tools and platforms (e.g., Gainsight, Medallia, Qualtrics, etc.).
- Experience working cross-functionally with Customer Success, Product, Marketing, and Sales teams.
- Excellent communication and interpersonal skills with the ability to influence and collaborate with senior leaders.
- Ability to manage multiple projects simultaneously in a fast-paced environment.
- Experience with data visualization tools (e.g., Tableau, Power BI) to present insights.
- Advanced knowledge of customer success strategies and best practices.
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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