Customer Retention Team Leader

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

Job summary

A major software company in the UK is seeking a Customer Retention Team Leader to enhance customer support and retention strategies. The successful candidate will lead a team, manage the renewal process, and collaborate with various departments to ensure a seamless customer experience. Ideal candidates will have experience in team leadership, renewals, and a strong understanding of customer retention strategies.

Benefits

Career growth opportunities

Hybrid working

Competitive benefits

Qualifications

• Proven experience leading a team, ideally in renewals or customer success.
• Experience in a high-volume renewals environment.
• Strong understanding of customer retention.

Responsibilities

• Lead and support a team to deliver outstanding customer service.
• Manage the full renewal process with care and accuracy.
• Collaborate with teams to ensure a joined-up customer experience.

Skills

Team leadership

Customer retention strategies

Excellent communication

Organizational skills

Commercial awareness

Job description

Join to apply for the Customer Retention Team Leader role at IRIS Software Group

Warrington, England, United Kingdom

At IRIS Software Group, we help more than 100,000 UK organisations – from accountancy firms and schools to growing businesses – work smarter every day.

The Customer Renewals team keeps customers with us year after year by providing a smooth, transparent renewal experience and resolving queries with care. They’re the people who keep everything running – ensuring customers feel supported, valued, and confident in their choice to stay with IRIS.

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

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, 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 You’ll Gain

• The chance to make a real impact in how we retain and support 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 like to 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.

Seniority level

• Associate

Employment type

• Full‑time

Job function

• Customer Service, Management, and Sales

Industries

• Software Development

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