Customer Success Operations Manager - #1697000

Make a real impact by turning customer feedback into action.

At IRIS, we build software that helps organisations thrive - and we’re just as committed to listening to our customers as we are to supporting their success. We’re looking for a Customer Success Operations Manager to take ownership of our customer feedback programmes and use insights to help shape customer experience across the business.

In this role, you’ll manage our NPS, Product NPS, and CSAT programmes, turning feedback into clear recommendations that influence how we retain customers, improve satisfaction, and deliver long-term value. You’ll work closely with teams across Customer Success, Sales, Product, Marketing and Support—playing a key role in how we listen to customers and act on what they tell us.

If you enjoy connecting the dots between data and decisions -and you’ve got experience working in customer-focused environments - this could be a brilliant next step in your career.

What Will You Be Doing?

Leading customer feedback programmes

• Managing and improving NPS, Product NPS, and CSAT initiatives
• Ensuring feedback is collected consistently and reported clearly
• Identifying the most relevant metrics to focus improvement efforts

Turning data into insight

• Analysing survey responses to highlight trends, risks and opportunities
• Producing reports and presentations that engage a variety of stakeholders
• Segmenting insights to understand different customer journeys and needs

Collaborating across teams

• Working closely with Product, Support, Marketing and more to share insights
• Helping close the loop on customer feedback and tracking improvement actions
• Influencing customer success strategies through evidence-based recommendations

Drive continuous improvement

• Speaking directly with customers to deepen insights and resolve concerns
• Improving feedback processes and response rates
• Helping embed a customer-first mindset across the business

Own our tools

• Managing platforms such as Gainsight PX and ensuring feedback flows smoothly
• Keeping data accurate and reporting processes automated where possible

Who Are We Looking For?

• Experience running customer success operations or customer feedback programmes
• Ability to turn data into meaningful, actionable insight
• A strong track record of using insights to improve customer satisfaction and retention
• Confidence with tools like Gainsight PX, Tableau, Power BI or similar
• Strong communication and cross-functional collaboration skills
• A confident project manager—you can manage multiple priorities, meet tight deadlines, and take ownership of your work without needing close supervision
• Background in Customer Success, Product, Marketing or another customer-facing role
• Degree in Business, Marketing or a similar field is helpful—but equivalent experience matters just as much.

Why Join IRIS?

At IRIS, your growth matters as much as our customers’. You’ll find a supportive, inclusive culture, flexible working options, and opportunities to lead and shape how we serve our customers.

We offer:

A collaborative, people-first culture

Flexibility through hybrid working

Competitive salary and benefits

Opportunities to lead strategic projects

26 days’ holiday + bank holidays

Private medical insurance, pension, and more

What Can You Expect From Our Application Process?

We know that exploring a new opportunity internally is a big decision. Our process is simple, supportive, and designed to help you succeed:

Apply Online

Quick and simple—no long forms.

Initial Interview (plus Online Assessments)

A friendly chat with our Talent team and two short assessments (CCAT + EPP).

• The CCAT is a quick 15-minute timed test—best completed somewhere quiet with a pen and paper.
• The EPP is untimed, giving you space to work through it comfortably.

Hiring Manager Interview

A deeper dive into your experience and how you’d contribute to the team.

Panel Interview

Meet some of the stakeholders you’d work with and share your ideas.

Final Interview

A strategic conversation with our Chief Customer Officer.

This is an exciting opportunity to grow your career and help IRIS deliver an even better customer experience.

Apply today and help us put customer insight at the heart of everything we do.