Senior Customer Success Business Partner (Contracts Manager)

About IRIS

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.

We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

At IRIS Software Group, we create software that helps organisations run every day - including schools that support thousands of students, staff, and families.

Behind that software is a commitment: we deliver what we promise.

This role is about making sure that happens.

Why This Role Matters

You’ll take ownership of some of our largest and most important customer contracts.

These aren’t just agreements - they’re long-term partnerships. What’s written in the contract needs to be delivered consistently, accurately, and without friction.

Your job is to make sure:

• Customers get exactly what they’ve been promised

• Services are delivered properly and on time

• Any changes are managed clearly and correctly

• Relationships stay strong and continue to grow

When this role works well, customers stay, trust builds, and the business grows.

About the Team You'll Join

You’ll join our Education Customer Services team, working closely with delivery, finance, legal, and technical teams.

It’s a hands-on, collaborative environment where people take ownership, solve problems quickly, and focus on getting things right for the customer.

What You'll Be Doing

• Owning key contracts end-to-end - from delivery through to renewal

• Acting as the main contact for customers on all contract and service matters

• Making sure we deliver in line with terms, SLAs, and commitments

• Leading change control - keeping contracts accurate as things evolve

• Running regular customer reviews to track performance and resolve issues

• Spotting risks early and fixing problems before they escalate

• Supporting billing and revenue forecasting linked to your contracts

• Working across teams to keep delivery aligned and consistent

• Building strong, trusted relationships with your customers

What We’re Looking For

Essential

• Experience managing large or complex contracts in a service environment.

• Strong understanding of how contracts work commercially and operationally.

• Confidence owning customer relationships and having direct conversations.

• Ability to balance detail (T&Cs, SLAs) with the bigger commercial picture.

• Comfortable working across multiple teams to get things done.

• Highly organised, with the ability to manage several priorities at once.

• A proactive mindset – you take ownership and don't wait for problems to grow.

Highly desirable

• Experience managing contracts or service delivery within the education sector (schools, MATs, colleges, universities or education software suppliers).

Advantageous

• Experience within education software, managed services, HR, payroll or SaaS environments.

What You’ll Gain

• Ownership of high-value, high-impact contracts

• Real influence over customer experience and commercial outcomes

• Visibility across senior stakeholders and key accounts

• A role where your decisions and actions genuinely make a difference

• Clear opportunities to grow your career within IRIS

What Can You Expect From Our Application Process?

We like to keep things simple, transparent, and fair:

1️⃣ Apply online

Just upload your CV and tell us why you’re interested in the role.

2️⃣ Initial Interview (plus Online Assessments)

• A chat with our Talent team.

• Two short assessments:

• CCAT (15-minute timed test).

• EPP (untimed personality questionnaire).

3️⃣ Stage One

A competency-based interview with our Senior Manager, Customer Services (Education).

4️⃣ Stage Two

A final interview with our Senior Director, Operations (Education).

This is a strong fit for someone who enjoys owning contracts, working closely with customers, and making sure things are delivered properly - not just agreed on paper.

If you want a role where you can combine operational delivery, commercial thinking, and customer impact, this is it.

#LifeAtIRIS

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

• Belonging: A culture that celebrates diversity and empowers every individual.
  

Ready to Apply?

Click Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.

What to expect from our hiring process

Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study — but typically you can expect:

1. Application review — we assess your experience and potential

2. Initial call — a short conversation to learn about you and share more about the role

3. Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review

4. Final interview — meet the team and explore how you'll make an IMPACT at IRIS

We'll always walk you through the specific stages at the start of the process so you can prepare with confidence.

If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.