Customer Renewals Team Lead

At IRIS Software Group we help more than 100000 UK organisations -from accountancy firms and schools to growing businesses -work smarter every day.

Our Customer Renewals team makes sure those customers stay with us year after year by providing a smooth transparent renewal experience and resolving queries with care. Theyre the people who keep everything running -ensuring customers feel supported valued and confident in their choice to stay with IRIS.

Were now looking for a Customer Renewals Team Lead to guide and motivate a small team (around five people) across multiple locations. Youll help shape how we engage with our customers drive improvements and make sure every renewal conversation is a positive one.

Why This Role Matters

Customer loyalty is central to our success. Every renewed contract is a sign that our customers trust us -and your leadership will ensure that trust keeps growing.

Youll help your team deliver a consistently excellent experience balancing commercial outcomes with empathy and understanding. Its about making smart informed decisions that work for both the customer and the business.

Youll also play a key role in refining how we do things -bringing fresh ideas using data to guide decisions and helping us improve how we work together across sites and teams.

About the Team Youll Join

Youll report to our Customer Renewals Manager and work alongside colleagues in Manchester Slough and India. Its a collaborative close-knit team that values great communication and strong relationships -both internally and with our customers.

The team youll lead manages renewals for our smaller Accountancy customers-high-volume fast-paced work where precision empathy and organisation are key. These customers might not have the biggest contracts but they represent the heart of our customer base -and every interaction makes a difference.

What Youll Be Doing

• Lead coach and support a team of Customer Renewals Associates and Advisorsto deliver outstanding customer service and hit renewal targets.
• Manage the full renewal process -ensuring every quotation conversation and follow-up is handled with care and accuracy.
• Build strong relationships with customers understanding their needs and resolving issues with professionalism and empathy.
• Support commercial conversations around renewals and pricing always focused on fair long-term value.
• Use data and insights to track performance identify trends and drive improvements.
• Collaborate with Sales Support and Operations teams to ensure a joined-up customer experience.
• Champion consistency and engagement across offices -ensuring everyone feels connected and supported.
• Continuously look for smarter more efficient ways of working.

What Were Looking For

Youll thrive in this role if you have:

• Proven experience leading a team-ideally in renewals customer success or account management.
• Experience working in a high-volume low-value renewals environment whether in B2B or B2C-comfortable managing pace process and precision.
• A strong understanding of customer retention and what drives long-term loyalty.
• Excellent communication skills both written and verbal with a calm and confident approach.
• Commercial awareness-confident discussing pricing renewals and the business impact of decisions.
• Empathy and balance-able to handle sensitive customer situations with professionalism and fairness.
• Good organisational and analytical skills with the ability to prioritise and spot opportunities to improve.
• Experience working across multiple sites or with international teams (advantageous).
• A background in a software or technology business (a bonus not essential).

What Youll Gain

• The chance to make a real impact in how we retain and support our customers.
• Experience leading a multi-site renewals team in one of the UKs largest software companies.
• A collaborative environment where your ideas are heard and encouraged.
• Career growth opportunities across IRIS supported by learning and development programmes.
• Hybrid working competitive benefits and flexibility to balance work and life.

Our Application Process

We like to keep things fair simple and transparent:

1Apply online
Upload your CV and a few details.

2Initial Interview (plus Online Assessments)

A chat with our Talent team plus two short assessments:

• CCAT (15-minute timed test).
• EPP (untimed personality questionnaire).

3 First Interview (MS Teams)
A competency-based discussion with our Customer Renewals Manager focusing on your experience and leadership approach.

4 FinalInterview (MS Teams)
Meet our Director Customer Renewals. Youll be asked to deliver a short presentation outlining how you would approach the role your priorities and ideas to engage and motivate the team.

Join us at IRIS Software Group and play a key role in shaping how we retain and support the customers who power our success.

As one of the UKs 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 childs school 18% of UK employees are paid via an IRIS payroll solution 50000 SMEs use IRIS cloud bookkeeping and 21000 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.

Its vital these mission-critical functions work first time every time.

Thats 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.

Were delighted to be certified as a Great Place to Work and one of the UKs 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.