Customer Service Associate (Saas Adoption)

IRIS; Manchester; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

On-site in Manchester

In-person onboarding day

Job summary

IRIS is seeking a Customer Enablement Associate for our on-site Manchester team. This role supports customers during onboarding to maximise value from IRIS products, acting as a trusted point of contact and guiding customers to success from day one.

Ideal candidates are early in their careers with a passion for helping others, strong communication, and a proactive approach. Training and an inclusive, collaborative environment are provided.

Qualifications

• Excellent communication skills, both written and verbal.
• A genuine passion for delivering outstanding customer service.
• Confidence speaking with customers over the phone and via email.
• A positive, proactive approach and eagerness to develop new skills.
• Strong listening skills and the ability to understand customer needs.

Responsibilities

• Supporting customers during onboarding and helping them get started with IRIS products.
• Leading introductory customer calls and demonstrating key product features and benefits.
• Building strong relationships with customers through regular communication by phone and email.
• Working across Sales, Marketing, Retentions, and Customer Success to deliver a great experience.
• Capturing customer feedback and sharing insights to improve processes and journeys.
• Identifying customers who may benefit from additional support and connecting them with the right teams.
• Maintaining accurate customer records and ensuring follow-up actions are completed.
• Contributing ideas to improve customer engagement and overall success.

Skills

Communication

Customer service

Phone & email support

Organised

Team collaboration

Learning mindset

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’re a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we’re growing fast.

On-site - Manchester

Permanent full time

Please note: the final stage of the process is an in person day on Monday 10th September.

Looking to kick-start your career in customer success, customer service, or SaaS?

We’re looking for a motivated and enthusiastic Customer Enablement Associate to join our team and help customers get the very best from their IRIS solutions.

This is an excellent opportunity for someone early in their career who enjoys helping people, building relationships, and learning about technology. You’ll play a key role in supporting customers as they begin their journey with IRIS, helping them gain confidence in our products and ensuring they have a positive experience from day one.

What will you be doing?

As a Customer Enablement Associate, you’ll work closely with customers to help them understand, adopt, and maximise the value of their IRIS products. You’ll become a trusted point of contact, providing guidance, answering questions, and helping customers achieve success.

Key responsibilities include:

• Supporting customers during onboarding and helping them get started with their IRIS products.

• Leading introductory customer calls and demonstrating key product features and benefits.

• Building strong relationships with customers through regular communication by phone and email.

• Working closely with teams across Sales, Marketing, Retentions, and Customer Success to deliver a great customer experience.

• Capturing customer feedback and sharing insights to help improve processes and customer journeys.

• Identifying customers who may benefit from additional support and connecting them with the right teams.

• Maintaining accurate customer records and ensuring follow-up actions are completed.

• Contributing ideas to improve customer engagement, satisfaction, and overall success.

What we’re looking for

You don’t need extensive experience to be successful in this role. We’re looking for people with the right attitude, a passion for helping others, and a willingness to learn.

You’ll likely have:

• Excellent communication skills, both written and verbal.

• A genuine passion for delivering outstanding customer service.

• Confidence speaking with customers over the phone and via email.

• A positive, proactive approach and eagerness to develop new skills.

• Strong listening skills and the ability to understand customer needs.

• Good organisation and attention to detail.

• The ability to work independently while also collaborating as part of a team.

• Resilience, adaptability, and openness to feedback.

• Confidence using technology and learning new systems.

Why join IRIS?

• Develop valuable customer success and SaaS industry experience.

• Receive training and ongoing support from experienced colleagues.

• Build skills that can lead to future opportunities in Customer Success, Account Management, Sales, Enablement, or Operations.

• Be part of a collaborative and supportive team environment.

• Make a real impact by helping customers achieve success from day one.

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.

What to expect from our hiring process

Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study — but typically you can expect:

1. Application review — we assess your experience and potential

2. Initial call — a short conversation to learn about you and share more about the role

3. Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review

4. Final interview — meet the team and explore how you’ll make an IMPACT at IRIS

We’ll always walk you through the specific stages at the start of the process so you can prepare with confidence.

If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.