Customer Adoption Executive (Saas)

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.

Manchester or Slough (Hybrid)

Permanent full time

Competitive + Commission

We’re looking for a proactive and customer‑focused Customer Adoption Executive to help our customers realise value from their investment as quickly as possible. Working within our Customer Success team, you’ll play a key role in supporting customers throughout the first year of their journey, helping them successfully onboard, adopt our solutions, and achieve their desired outcomes.

You’ll act as a trusted partner during the early stages of the customer lifecycle, delivering onboarding programmes, driving product adoption, gathering customer feedback, and identifying opportunities to improve customer engagement and retention. This is a highly collaborative role where you’ll work closely with Sales, Professional Services, Support, and Customer Success teams to ensure customers receive an outstanding experience from day one.

What You’ll Be Doing

Customer Onboarding

• Deliver onboarding calls and welcome sessions for new customers following contract signature.
• Guide customers through account activation, setup, and initial adoption activities.
• Promote available training resources, support channels, and self‑service tools.
• Build customer confidence during the early stages of their journey.
• Support implementation readiness and coordinate with Professional Services where required.

Driving Customer Adoption

• Proactively engage customers to increase product usage and maximise value.
• Identify and address barriers preventing successful adoption.
• Share best practices, product capabilities, and relevant learning resources.
• Monitor customer health indicators and escalat…
• Support customers in achieving their objectives and desired outcomes.

Customer Engagement

• Build strong relationships through regular inbound and outbound customer interactions via phone and Microsoft Teams.
• Act as a positive and knowledgeable point of contact for customers.
• Capture customer feedback and share insights with internal teams.
• Maintain accurate customer records within CRM and customer success platforms.
• Ensure all customer interactions are logged, tracked, and followed through to completion.

Retention & Value Realisation

• Help customers understand and achieve value from their solutions.
• Identify early signs of dissatisfaction, low product usage, or potential churn risks.
• Support retention activities and recovery plans alongside Customer Success Managers.
• Encourage participation in customer satisfaction initiatives, including CSAT, NPS, reviews, and feedback programmes.
• Identify opportunities to increase product engagement and adoption.

Collaboration

• Partner closely with Sales teams to understand customer goals and expectations.
• Ensure smooth customer handovers between Sales, Professional Services, Support, and Customer Success.
• Coordinate the resolution of customer issues with internal stakeholders.
• Share customer insights that help improve products, processes, and the overall customer experience.

What We’re Looking For

• Experience in a customer-facing role with a passion for delivering outstanding customer experiences.
• Strong communication and relationship-building skills.
• Excellent organisational skills and the ability to manage multiple priorities.
• A proactive and problem-solving mindset.
• Confidence working with customers via phone, video calls, and email.
• Ability to build trust and credibility with a wide range of stakeholders.
• Experience using CRM platforms such as Salesforce, Gainsight, or similar systems.
• Good Microsoft Office skills, particularly Excel, Word, and PowerPoint.

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.

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