Customer Success Performance Coach

Overview

In this hands-on coaching role, you will help Customer Success and Renewals teams evolve from reactive ticket handling to proactive, outcome-led conversations that drive value, retention and renewal. You will be visible with frontline colleagues, shaping behaviour and practical action across the floor. Partnering with managers and L&D, you’ll translate performance insights into consistent coaching, playbooks and resources. Your work directly supports better customer outcomes and commercial confidence at IRIS.

Pay / Benefits

• competitive salary and benefits package

Responsibilities

• Provide practical coaching to improve performance, confidence and customer conversations
• Support the shift from ticket-led to outcome-led customer engagement
• Assist managers with coaching conversations, consistency and onboarding
• Coach new starters and help ramp plans in collaboration with L&D
• Use performance data (CRM activity, call quality, feedback) to identify improvement areas
• Create and share best practices, coaching guides and resources
• Be visible on the floor and reinforce clear expectations across teams

Key requirements

• Experience in Customer Success, Renewals, Account Management, SaaS, or similar customer-facing environment
• Strong ability to coach others and give practical feedback
• Experience guiding conversations around value, adoption, retention, renewal and risk
• Proficiency using performance information and CRM data to guide coaching
• Clear, constructive communication and ability to build trust quickly
• Hands-on, practical approach and comfortable being visible with the team

• Strong communication
• Confidence giving feedback
• Trust-building
• CRM data analysis
• Salesforce or other CRM familiarity
• Call quality assessment

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