Customer Success Executive

IRIS; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading software company in the UK is seeking a Customer Success Executive to manage customer relationships and drive value realization from innovative solutions. This role emphasizes building trusted advisor networks, leading onboarding processes, and ensuring client satisfaction. The ideal candidate will have a strong communication skill set and proven experience in customer success or account management. Join a supportive team dedicated to enhancing client success and professional growth.

Benefits

Generous holiday allowance

Charity / volunteering days

Income protection insurance

Life assurance

Employee Assistance Program

Private healthcare

Enhanced maternity pay

Additional discount schemes

Cycle to work scheme

Qualifications

• Proven experience in a client-facing role.
• Comfortable engaging stakeholders at various levels.

Responsibilities

• Managing a portfolio of customers as their primary contact.
• Building trusted advisor relationships to achieve client goals.
• Leading onboarding and ensuring customers achieve value quickly.
• Driving satisfaction, renewals, and expansion opportunities.
• Conducting business reviews and maintaining product knowledge.

Skills

Strong relationship-building and communication skills

Proven experience in customer success/account management

Ability to manage multiple customers and projects

Proactive problem-solver

Engaging with senior stakeholders

Knowledge of SaaS education technology (advantageous)

Job description

Are you passionate about building strong relationships and helping customers get the very best out of the solutions they use? Do you thrive on guiding clients through their journey and ensuring they achieve long-term success? If so, we'd love to hear from you!

About the role

As a Customer Success Executive, you’ll be a trusted advisor for our key customers, typically managing core (mid‑market) accounts or specializing in flagship products. Your mission is to help clients get maximum value from our market‑leading software in either Accountancy or HCM, supporting them at every step of the customer journey.

From onboarding and product training to adoption, retention, and beyond, you’ll be the bridge between our solutions and our customers’ success. You’ll collaborate closely with colleagues in Customer Success, Sales, Operations, and across the business to ensure that our customers not only achieve their goals but also become enthusiastic advocates for our brand.

What you’ll be doing

• Managing a portfolio of customers and acting as their primary point of contact
• Building trusted advisor relationships and guiding customers to achieve their goals
• Leading the onboarding process and ensuring customers achieve value quickly
• Driving adoption, satisfaction, renewals, and expansion opportunities
• Conducting regular check‑ins, business reviews, and on/off‑site meetings
• Acting as the voice of the customer internally to shape product and service improvements
• Maintaining a deep understanding of our products and advising on best practices
• Creating customer success plans, tracking customer health, and proactively addressing risks
• Partnering with teams across the business to deliver seamless customer experiences

What we’re looking for

• Strong relationship‑building and communication skills
• Proven experience in customer success/account management or a client‑facing role
• Ability to manage multiple customers and projects at once
• A proactive problem‑solver with a customer‑first mindset
• Comfortable engaging with senior stakeholders and driving value conversations
• Knowledge of SaaS education technology or school systems (advantageous but not essential)

Why join us

• Be part of a company that’s transforming the Accountancy and HCM spaces with innovative solutions
• Work with passionate teams and supportive leadership
• Opportunities to develop your career within a growing Customer Success function
• Competitive salary, benefits and performance‑related incentives

About IRIS

As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.

Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

Its vital these mission‑critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right the first time, so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative, market‑leading and high‑performing company that we are today.

We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

That’s why we work to create an environment where employees feel like they are part of a team.

Why work for IRIS

The Benefits

• Generous holiday allowance
• Charity / volunteering days
• Income protection insurance
• Life assurance
• Employee Assistance Program
• Private healthcare
• Enhanced maternity pay
• Additional discount schemes
• Cycle to work scheme

Developing your career

We believe in creating a culture of engagement and reward to develop your potential and offer long‑term career success. We do this by :

• Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.
• Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.
• Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a learning culture which shares knowledge, best practice and our long‑standing expertise between employees.
• We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.
• Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable making friends and supporting each other.

Key Skills

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing