IRIS Software Group Unveils Innovative Customer Success Strategy to Enhance Client Relations

IRIS Software Group Enhances Customer Commitment

Chief Customer Officer, Dave Burns, will spearhead a new, unified, and global Customer Success function aimed at delivering greater value for IRIS customers. This initiative emphasizes IRIS's commitment to strengthening customer relationships and providing seamless support throughout the customer lifecycle.

Introducing a Centralised Customer Success Function

The new Customer Success function will consolidate exceptional customer-facing resources into a cohesive global team. This team will collaborate with Account Management, Renewals, Product, Marketing, and Customer Service teams to engage customers at every stage of their journey.

This evolution will ensure:

• Customer Centricity: Increasing touchpoints and enhancing the overall customer experience.
• Effectiveness: Unifying all Customer Success teams and touchpoints.
• Consistency: Establishing a unified approach across products and customer lifecycle stages.
• Measurability: Expanding customer-centric, outcome-based KPIs to drive impact.

Through this aligned approach, the Customer Success function will manage the entire customer lifecycle, helping customers understand their progress and achievements.

Expanding Customer-First Focus with Executive-Level Leadership

Dave Burns, who previously served as interim Chief Revenue Officer, has over 25 years of experience in global software and services. In his new role, he will oversee a unified team, ensuring that customer feedback drives product design and improvement.

"At IRIS, our customers are our top priority. We strive to deliver exceptional customer experiences throughout their lifecycle," stated Dave Burns.

IRIS is also a finalist for the 2025 UK Customer Satisfaction Awards in the categories of Employee Engagement Strategy and Customer Satisfaction Innovation.

About IRIS Software Group

Founded in 1978, IRIS Software Group provides mission-critical, cloud-hosted software solutions to over 100,000 customers in 135 countries. They are dedicated to simplifying and automating essential tasks for various organizations, ensuring clients can operate with confidence and clarity.