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.

• 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.

• 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 escalated risks where appropriate.

• Support customers in achieving their objectives and desired outcomes.

• 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.

• 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.

• 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.

• 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.

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

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