Overview
Senior Customer Renewals Advisor
Location: Manchester or Slough (Heathrow Approach)
Reporting to: Customer Renewals Manager
About IRIS Software Group
IRIS Software Group is one of the UK’s leading providers of business-critical software, supporting over 100,000 organisations across accountancy, education, HR, payroll and business management.
For more than 45 years, we’ve helped organisations improve efficiency through innovative software solutions. Today, our products support businesses of all sizes across 135 countries, and we’re proud to be recognised as one of the UK’s Best Workplaces in Tech, Best Workplaces for Wellbeing and Best Workplaces for Women.
Our Customer Renewals team plays a vital role in protecting and growing our customer base by delivering exceptional service, building lasting relationships and ensuring customers continue to gain maximum value from their partnership with IRIS.
The Role
We’re looking for an experienced, customer-focused Senior Customer Renewals Advisor to join our growing Renewals team.
This is a fantastic opportunity for someone who enjoys building long-term customer relationships while delivering commercial success. You’ll manage a portfolio of strategic customers, proactively leading renewal conversations, identifying growth opportunities and ensuring customers continue to receive outstanding service throughout their journey with IRIS.
As one of the senior members of the team, you’ll also support the Customer Renewals Manager by mentoring colleagues, sharing best practice and helping drive continuous improvement across the function.
What You’ll Be Doing
- Manage a portfolio of strategic customer accounts, ensuring timely and successful renewals.
- Build trusted relationships with customers through proactive engagement and regular communication.
- Prepare and present renewal quotations while negotiating commercial agreements.
- Identify opportunities to maximise revenue through retention, cross-selling and upselling.
- Take ownership of customer enquiries and work collaboratively to deliver successful outcomes.
- Ensure renewal opportunities are managed proactively and completed ahead of renewal dates.
- Maintain accurate customer records, pipeline activity and forecasting within Salesforce.
- Provide regular updates on customer risks, retention performance and success plans.
- Work closely with Customer Success, Sales, Product, Support and Commercial teams to deliver an exceptional customer experience.
- Maintain excellent knowledge of the IRIS product portfolio to provide informed recommendations.
- Act as a role model within the team by coaching colleagues, sharing best practice and supporting onboarding activities.
- Assist with training, recruitment, team initiatives and continuous improvement projects when required.
What We’re Looking For
Essential Experience
- Previous experience within a customer renewals, account management, customer success or retention role.
- Proven ability to build strong customer relationships and retain existing business.
- Excellent commercial awareness with strong negotiation skills.
- Experience managing a portfolio of customer accounts.
- Experience using Salesforce or another CRM system.
- Excellent organisational skills with the ability to manage multiple priorities.
- Strong written and verbal communication skills.
Desirable
- Experience working within a SaaS or software environment.
- Previous experience in a senior renewals or mentoring role.
- Experience supporting onboarding, coaching or training colleagues.
- Five or more years’ experience within a customer renewals environment.
Key Skills
Customer Relationship Management
- Customer retention
- Commercial renewals
- Account management
- Relationship building
- Customer success
- Cross-selling & upselling
- Portfolio management
- Revenue growth
Communication
- Negotiation
- Stakeholder management
- Consultative approach
- Problem solving
- Customer service excellence
- Written and verbal communication
Personal Attributes
- Customer-focused
- Commercially aware
- Organised and detail-oriented
- Positive and proactive
- Collaborative team player
- Resilient under pressure
- Adaptable and solutions-focused
- Passionate about continuous improvement
Why Join IRIS?
- Join one of the UK’s leading software providers.
- Be part of a collaborative, customer-focused Renewals team.
- Comprehensive onboarding and ongoing development opportunities.
- Work with a diverse portfolio of established customers.
- Career progression within a growing global technology business.
- Competitive salary and benefits package.
- Flexible working opportunities.
- A culture recognised as one of the UK’s Best Workplaces.
Ready to Make an Impact?
If you’re passionate about building long-term customer relationships, delivering outstanding service and driving customer retention, we’d love to hear from you.
Apply today and help our customers continue to succeed with IRIS Software Group.
Salary: Competitive
Location: Manchester, Leeds
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
