Customer Enablement Executive

IRIS; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive compensation

Commission

Job summary

IRIS Software Group in the UK is seeking a Customer Adoption Executive to support customers in their first year, guiding onboarding, adoption of our solutions, and helping realization of value quickly.

You will collaborate with Sales, Professional Services, Support and Customer Success to deliver onboarding, drive usage, capture feedback and maintain CRM records, ensuring an outstanding customer experience from day one.

Qualifications

• Experience supporting customers through onboarding and adoption cycles.
• Ability to identify and address barriers to product usage.
• Strong collaboration across Sales, Professional Services, Support and Customer Success.

Responsibilities

• Deliver onboarding calls and welcome sessions for new customers.
• Guide customers through account activation, setup and initial adoption activities.
• Promote training resources and self-service tools.
• Build customer confidence early in their journey.
• Coordinate with Professional Services as needed.
• Proactively engage customers to increase product usage and value.
• Capture customer feedback and share insights with internal teams.
• Maintain accurate customer records in CRM and CS platforms.

Skills

Customer onboarding

Product adoption

CRM

Microsoft Teams

Tools

CRM software

Microsoft Teams

Job description

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 are 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 escalated risks where appropriate.

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