Customer Marketing Manager - Retention & Advocacy

About IRIS

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.

Role overview

The IRIS Senior Customer Marketing Manager, Retention & Advocacy is an experienced, hands-on role responsible for retaining existing customers in the United States through structured retention, advocacy and migration programmes. Reporting into the UK-based Customer Marketing team, 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.

Purpose of the role

This role exists to protect retention, revenue and customer trust within the US customer base. The Customer Marketing Manager, Retention & Advocacy leads customer-facing communications across key lifecycle moments, including renewals, advocacy and migrations, ensuring customers clearly understand value, change and next steps. The role holds clear ownership of complex customer journeys rather than executing isolated campaigns.

Key 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 performance 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.

What this role is not

• Not an entry-level or junior marketing role.

• Not focused on net-new acquisition or demand generation.

• Not a task-only execution role without ownership.

• Not suitable for candidates without prior customer marketing experience.

Skills & experience

• 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.

Measures of success

• Improved retention outcomes across assigned US customer segments.

• Clear, timely and accurate customer communications during migrations or major change.

• Growth in high-quality US customer advocacy assets.

• Build strong relationships with key customers.

• Strong trust and feedback from UK and US stakeholders.

Additional information

This job description reflects current expectations and will evolve as IRIS continues to expand its US customer base and global Customer Marketing function.

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

• Belonging: A culture that celebrates diversity and empowers every individual.
  

Ready to Apply?

Click Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.

What to expect from our hiring process

Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study — but typically you can expect:

1. Application review — we assess your experience and potential

2. Initial call — a short conversation to learn about you and share more about the role

3. Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review

4. Final interview — meet the team and explore how you'll make an IMPACT at IRIS

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.