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About the Role

The IRIS Senior Customer Marketing Manager is an experienced, hands-on role responsible for retaining existing customers in the United States through structured retention, advocacy and migration programmes. This role owns US-focused customer journeys end-to-end and acts as a critical bridge between regional customers and global teams. The role is fully remote within the US and requires autonomy, stakeholder management and proven customer marketing expertise. This role exists to protect retention, revenue and customer trust within the US customer base.

Responsibilities

Own and deliver US customer retention programmes that reduce churn risk and reinforce long-term value.
Lead customer advocacy activity in the US, securing testimonials, case studies and third-party reviews in partnership with Sales, Product and Customer Success teams.
Own US-specific migration communications, including planning, sequencing, QA, live delivery and monitoring.
Act as the single point of accountability for assigned customer journeys, managing accuracy, compliance sensitivity, timing and escalation.
Work closely with UK-based Customer Marketing colleagues to adapt established frameworks for the US market.
Coordinate cross-functionally with Product, Renewals, Support, Professional Services and Marketing Operations.
Analyse programme performance and use insight to continuously optimise engagement and retention.
Ensure all customer communications meet IRIS brand, legal and compliance standards.
Share customer insight from the US market to inform product and marketing strategy.

Requirements

Proven experience (typically 5+ years) in customer marketing, lifecycle marketing or customer communications.
Demonstrated experience delivering retention, advocacy or migration/change programmes.
Strong stakeholder management and cross-functional coordination skills.
Excellent written communication skills with the ability to explain complex topics clearly.
Comfortable working autonomously in a remote and/or global reporting structure.
Experience with marketing automation, reporting and project management tools (e.g. Marketo, Salesforce, Knak, Asana).
High attention to detail and sound judgement in compliance-sensitive environments.

Skills

Customer marketing
Lifecycle marketing
Customer communications
Retention programmes
Advocacy programmes
Migration programmes
Stakeholder management
Cross-functional coordination
Written communication
Autonomous work
Marketing automation
Reporting
Project management
Attention to detail
Judgement

Location

Work Type

Remote

Experience Level

Senior
5+ years

Benefits

Continuous learning and career development opportunities
Culture that celebrates diversity and empowers every individual

About the Company

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running.
Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.
We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

Equal Opportunity

We’re committed to making this opportunity accessible to everyone.
We’ll always walk you through the specific stages at the start of the process so you can prepare with confidence.
If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.