Customer Success Executive

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.

The Role

Swipeclock, an IRIS Software Group company, provides workforce management solutions that help businesses simplify timekeeping, scheduling, HR, and workforce operations.

We are looking for a Customer Success Manager (CSM) to join our Client Success team. Our CSMs manage a diverse portfolio of customers across multiple products and solutions, with a primary focus on customer adoption, education, engagement, retention, and overall customer experience
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This role serves as a critical connection point between our customers and the broader Swipeclock organization. CSMs advocate for the voice of the customer while partnering closely with Product, Support, Implementation, Sales, Finance, and other internal teams to ensure customers receive the guidance and resources they need to be successful.

The ideal candidate is proactive, organized, comfortable working with SaaS technology, and confident communicating with customers through phone, email, video meetings, webinars, and live training. Most importantly, we are looking for someone who genuinely enjoys helping customers succeed and wants to be part of a collaborative team.

What You’ll Do

Customer Success & Adoption

• Manage a portfolio of customers across multiple Swipeclock products and solutions.

• Build strong, trusted customer relationships through proactive and consistent outreach.

• Help customers understand and adopt available products, features, and functionality.

• Conduct customer meetings, product demonstrations, educational sessions, and virtual trainings.

• Identify opportunities to improve product utilization and overall customer value.

• Monitor customer engagement and proactively identify accounts that may require additional attention.

• Develop strategies to address customer concerns, increase engagement, and reduce churn.

• Support customers throughout their lifecycle as their business needs and use of Swipeclock evolve.

Customer Advocacy & Cross-Functional Partnership

• Serve as a key advocate for the Voice of the Customer (VOC) across the organization.

• Partner with Product teams to communicate customer feedback, product needs, and recurring trends.

• Coordinate with Technical Support on escalations and ensure appropriate visibility and follow-through on customer-impacting issues.

• Collaborate with Implementation, Sales, Finance, and other teams to resolve customer needs and create a consistent experience.

• Help customers navigate billing questions, account changes, product expansions, and other operational needs by connecting them with the appropriate internal resources.

• Identify recurring customer challenges and recommend improvements to processes, education, documentation, or the overall customer journey.

Retention & Growth

• Identify and manage at-risk accounts with a strong focus on customer retention and churn reduction.

• Recognize expansion opportunities based on customer needs and connect customers with the appropriate resources.

• Help customers understand additional products, features, and services that may provide value to their organization.

• Maintain accurate customer activity, account information, risks, opportunities, and interactions within Salesforce.

• Contribute to Customer Success goals and KPIs related to adoption, engagement, retention, customer satisfaction, and portfolio health.

What We’re…