Customer Adoption Specialist - Onboarding & Growth

IRIS Software Group; Manchester; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Hybrid work option

Competitive salary + commission

Job summary

IRIS Software Group in Manchester is seeking a Customer Adoption Executive to help customers realise value from their investment during onboarding and adoption of our software solutions. You will collaborate across Sales, Professional Services, Support and Customer Success to ensure a smooth journey from day one.

You'll deliver onboarding calls, drive product adoption, gather feedback and support retention initiatives, while building trusted relationships with customers via calls, video, and

Qualifications

• 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.
• Experience using CRM platforms such as Salesforce, Gainsight, or similar systems.
• Good Microsoft Office skills, particularly Excel, Word, and PowerPoint.

Responsibilities

• 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.

Skills

Customer focus

Strong communication

Organised

Proactive problem-solving

CRM experience

Tools

Salesforce

Gainsight

Job description

IRIS Software Group in Manchester is seeking a Customer Adoption Executive to help customers realise value from their investment during onboarding and adoption of our software solutions. You will collaborate across Sales, Professional Services, Support and Customer Success to ensure a smooth journey from day one.

You'll deliver onboarding calls, drive product adoption, gather feedback and support retention initiatives, while building trusted relationships with customers via calls, video, and