Customer Success Manager

Location:

London, UK

Level:

Mid

Working Pattern:

In office 4 days per week

Benefits:

Benefits At IRIS

Salary:

IRIS: AI first audio enhancement for better communications

IRIS is harnessing the science of sound, dramatically improving how people experience audio across all digital platforms. Since launching in 2018, IRIS has developed a suite of patented products that leverage decades of research into the effects of sound on the brain, prioritising focus, productivity, and wellness for all. By harnessing the science of sound, IRIS dramatically improves how people experience audio and communicate.

Our flagship products, IRIS Clarity and IRIS SDK, use cutting-edge AI-driven technology to improve customer calls, and are proven to drive compliance, agent focus, productivity and customer experience.

Born out of our work in Formula One, the IRIS Clarity desktop application addresses a clear need in the CCaaS market, with additional markets now opening up that present significant opportunities across enterprise, notably retail, BPO, digital healthcare, utilities and financial services. Meanwhile, the IRIS SDK packages up our latest and greatest AI noise cancellation models, offering third-party CCaaS, UCaaS and other comms platforms a powerful value-added feature that solves a key industry problem.

The role:

IRIS is now 7 years old, and we continue to grow at a pace, bringing our groundbreaking audio enhancement products to the world.

We're hiring our first dedicated Customer Success Manager to own a portfolio of mainly mid-market accounts, with some enterprise customers, driving retention, adoption, and growth across both our IRIS Clarity and IRIS SDK products. You will be a proactive, relationship-driven professional who takes genuine ownership of your accounts, from onboarding through to renewal and expansion.

This role suits someone who is diligent, self-driven and a team player. While you'll have clear ownership of your portfolio, working collaboratively is just as important in this role. That means partnering with an Account Executive on an expansion opportunity, looping in Solutions Engineers on a technical escalation, or working closely with the Head of Customer Success to keep improving how our Customer Success operating model works as we grow.

The foundations of Customer Success at IRIS have already been built; the playbooks, processes, and systems that this role will run on day one. What we need now is someone who takes that and keeps building: spotting what's working, improving what isn't, and pushing the function forward as we scale. This is a role for someone we can hand real ownership to, not someone who needs the answer handed to them first.

You will be a clear communicator, comfortable running strategic conversations with senior stakeholders, and equally comfortable getting into the details of product adoption and usage data. To be truly successful in this role, you'll need to demonstrate a track record of driving retention and growth outcomes, not just relationship management.

Responsibilities:

• Own a portfolio of mid-market and select enterprise accounts, serving as the primary point of contact for the customer post-sale

• Manage the full customer lifecycle (onboarding, adoption, renewal, and expansion) ensuring customers realise measurable value from IRIS Clarity

• Lead onboarding for new customers (alongside SEs), including discovery sessions, tailored adoption planning, and ongoing check-ins

• Own renewal and expansion revenue outright for your mid-market accounts; partner with the Account Executive on enterprise renewals and expansion as a shared outcome

• Drive product adoption by identifying usage gaps, stakeholder alignment opportunities, and paths to deeper integration across desktop app and SDK deployments

• Deliver regular value reviews, providing strategic guidance and best-practice recommendations to customers

• Establish your relationship with customers and become their trusted and strategic advisor to help ensure the continued value of our products and services are recognised

• Help improve existing and build new playbooks, processes, and documentation that scale Customer Success as the team grows

• Capture and relay customer feedback to Product, Support, and Leadership to influence roadmap and customer experience decisions

• Work collaboratively with internal teams, including Sales and Solutions Engineering, to advocate for customer needs

• Support reseller and channel partners in managing their end customers, acting as an escalation point and source of product expertise where needed

• Represent IRIS at customer meetings and industry events where required

• Work with sales and marketing teams to boost customer referrals and develop case studies

Required Skills and Qualifications:

• 3–5 years' experience in Customer Success, Account Management, or a related customer-facing role, with proof points of driving retention and growth

• Strong preference for experience within CX, CCaaS, contact centre, or call centre technology

• Proven ability to manage the full customer lifecycle, including onboarding, adoption, renewal, and expansion, in complex customer environments

• Comfortable owning commercial outcomes directly, and equally comfortable working as part of a team where revenue is shared with an Account Executive

• Ideally, technically minded with an understanding of software deployments such as SDKs and APIs

• Strong communication skills, highly organised, and effective at managing multiple stakeholders including senior executives

• Self-starter, able to understand and quickly react to changing priorities

• A track record of improving on existing systems and processes, not just executing within them

• Genuinely curious and energised by ongoing improvement. You look for what could work better rather than assuming what's in place is already right

• Preferred: experience of working within a startup environment, or a clear demonstration that you have what it takes to succeed in such an environment. This is crucial to success in this company

Working at IRIS:

• As a brand which lives and breathes audio and wellness, you can imagine the office vibe, we work hard, but we also have a good time along the way.

• Fully stocked fridge with refreshments, unlimited tea, coffee and soft drinks and of course, Thursday team socials.

• We are a start up, so you have to buy into the journey, but we are seeking people who stay with us for the long term and share in the company’s success.

• This role is based at the IRIS HQ just off Oxford Street, and we achieve a lot through all working together in that environment, however we operate a flexible working style and embrace the outside pursuits and day to day lives of our team.

The process:

1. If you’re interested please send your CV to ellen@shapedbyiris.com or apply directly via our recruitment page on LinkedIn. 2. First Round:<