Customer Renewals Team Lead

IRIS Software Group; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading software company in Manchester is seeking a Customer Renewals Team Lead to guide a small team in delivering exceptional customer service and achieving renewal targets. The ideal candidate will have proven leadership experience, a strong understanding of customer retention, and excellent communication skills. This role offers career growth opportunities and a hybrid working environment.

Benefits

Career growth opportunities

Learning and development programmes

Flexible working

Qualifications

• Proven experience leading a team, ideally in renewals or customer success.
• Experience in a high-volume renewals environment, in B2B or B2C.
• Understanding of customer retention and loyalty drivers.

Responsibilities

• Lead and coach a team to deliver outstanding customer service.
• Manage the renewal process accurately and professionally.
• Build customer relationships, understanding needs and resolving issues.

Skills

Team leadership

Customer retention

Communication skills

Commercial awareness

Organizational skills

Job description

Apply for the Customer Renewals Team Lead role at IRIS Software Group, one of the UK’s largest privately‑held software companies.

About the Team You'll Join

At IRIS Software Group, we help more than 100,000 UK organisations—from accountancy firms and schools to growing businesses—to work smarter every day. Our Customer Renewals team ensures customers stay with us year after year by providing a smooth, transparent renewal experience and resolving queries with care. We’re looking for a Customer Renewals Team Lead to guide and motivate a small team (around five people) across multiple locations.

You’ll report to our Customer Renewals Manager and work with colleagues in Manchester, Slough, and India. This collaborative, close‑knit team values great communication and strong relationships—both internally and with our customers.

Why This Role Matters

Customer loyalty is central to our success. Every renewed contract signals our customers' trust, and your leadership will help that trust grow.

You’ll help your team deliver consistently excellent experiences, balancing commercial outcomes with empathy and understanding. It’s about making smart, informed decisions that work for both the customer and the business.

You’ll also refine how we work—bringing fresh ideas, using data to guide decisions, and improving cross‑site collaboration.

What You'll Be Doing

• Lead, coach, and support a team of Customer Renewals Associates and Advisors to 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 We’re Looking For

• 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—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 You’ll 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 UK’s 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 keep things fair, simple, and transparent.

Upload your CV and a few details.

A chat with our Talent team, plus two short assessments:

• CCAT (15‑minute timed test).

A competency‑based discussion with our Customer Renewals Manager, focusing on your experience and leadership approach.

Meet our Director, Customer Renewals. You’ll 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.

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