Customer Success Director - Accountancy

IRIS Software Group; Remote; GBP 90,000 - 120,000; Full time

Job summary

A leading software company in the UK is seeking a Director of Customer Success to lead the Accountancy Vertical. This role involves overseeing the full customer journey, driving key metrics such as retention and satisfaction, and collaborating cross-functionally. Ideal candidates will have over 15 years in customer-facing roles, preferably in B2B SaaS. The position offers a competitive package and remote-first working.

Benefits

Competitive package

Flexible working environment

Meaningful work and autonomy

Qualifications

• 15+ years in Customer Success, Account Management, or customer‑facing leadership.
• Experience in B2B SaaS, ideally with accountancy software.
• Strong track record of achieving retention and satisfaction targets.

Responsibilities

• Lead and scale a high‑performing customer success organisation.
• Own key customer outcomes — GRR, NRR, CSAT, NPS.
• Shape and optimise the end‑to‑end customer journey.

Skills

Customer Success Management

Account Management

Leadership in B2B SaaS

Data-driven Decision Making

Cross-functional Collaboration

Job description

Director, Customer Success – Accountancy Vertical | IRIS Software Group

We’re on a mission to ensure our customers get it right — first time, every time. As one of the UK’s largest privately held software companies, we serve 120,000+ customers globally, including 91 of the top 100 UK accountancy firms.

We're looking for a Director of Customer Success to lead our Accountancy Vertical, overseeing the full customer journey — onboarding, adoption, migrations, renewals, and long-term value delivery.

What you’ll be doing:

• Lead and scale a high‑performing customer success organisation across the accountancy product portfolio
• Own key customer outcomes — GRR, NRR, CSAT, NPS, and retention metrics
• Shape and optimise the end‑to‑end customer journey, working cross‑functionally with Sales, Product, Support, Marketing, and Finance
• Champion the voice of the customer — using insights to influence product strategy, pricing models, and service delivery
• Act as a strategic partner, escalation point, and internal advocate for our customers
• Drive productivity and engagement within the CS, Onboarding, and Adoption teams
• Collaborate with leadership on customer growth strategies and long‑term planning

What we're looking for:

• 15+ years in Customer Success, Account Management, or customer‑facing leadership
• Experience in B2B SaaS — ideally with accountancy software or financial verticals
• Strong track record of achieving retention and satisfaction targets in complex, multi‑product environments
• Data‑driven mindset — comfortable using customer health metrics and feedback to drive decisions
• Inspiring leader who can scale teams, influence at C‑level, and manage change with confidence
• A natural collaborator who thrives in cross‑functional leadership roles
• Be part of a high‑growth software business backed by Hg Capital
• Join a people‑first, customer‑obsessed culture
• Help shape the future of customer success across a critical vertical
• Competitive package, meaningful work, and real autonomy
• Remote‑first and flexible working environment

Ready to take the lead?

Apply now or reach out for a confidential conversation.