Customer Success Executive

IRIS; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

IRIS–Swipeclock, part of IRIS Software Group, is seeking a Customer Success Manager to oversee a portfolio of SaaS customers, driving adoption, education, engagement and retention. You’ll partner with Product, Support, Implementation, Sales, Finance and other teams to deliver guidance and resources for customer success.

The role emphasizes proactive outreach, customer advocacy, and ongoing lifecycle support to maximize product value and minimize churn.

Qualifications

• 1-3 years of experience in Customer Success, Account Management, SaaS, or another customer-facing technology role preferred.
• Experience managing ongoing customer relationships beyond initial implementation or onboarding.
• Experience conducting virtual customer meetings, presentations, demonstrations, or trainings.

Responsibilities

• Manage a portfolio of customers across multiple Swipeclock products and solutions.
• Build strong, trusted customer relationships through proactive and consistent outreach.
• Help customers understand and adopt available products, features, and functionality.
• Conduct customer meetings, product demonstrations, educational sessions, and virtual trainings.
• Identify opportunities to improve product utilization and overall customer value.
• Monitor customer engagement and proactively identify accounts that may require additional attention.
• Develop strategies to address customer concerns, increase engagement, and reduce churn.
• Support customers throughout their lifecycle as their business needs and use of Swipeclock evolve.

Skills

Customer Success

Account Management

SaaS

Communication

Cross-functional Collaboration

CRM

Tools

Salesforce

CRM platforms

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.

Customer Success Manager

Swipeclock, an IRIS Software Group company, provides workforce management solutions that help businesses simplify timekeeping, scheduling, HR, and workforce operations.

We are looking for a Customer Success Manager (CSM) to join our Client Success team. Our CSMs manage a diverse portfolio of customers across multiple products and solutions, with a primary focus on customer adoption, education, engagement, retention, and overall customer experience.

This role serves as a critical connection point between our customers and the broader Swipeclock organization. CSMs advocate for the voice of the customer while partnering closely with Product, Support, Implementation, Sales, Finance, and other internal teams to ensure customers receive the guidance and resources they need to be successful.

The ideal candidate is proactive, organized, comfortable working with SaaS technology, and confident communicating with customers through phone, email, video meetings, webinars, and live training. Most importantly, we are looking for someone who genuinely enjoys helping customers succeed and wants to be part of a collaborative team.

What You’ll Do

Customer Success & Adoption

• Manage a portfolio of customers across multiple Swipeclock products and solutions.
• Build strong, trusted customer relationships through proactive and consistent outreach.
• Help customers understand and adopt available products, features, and functionality.
• Conduct customer meetings, product demonstrations, educational sessions, and virtual trainings.
• Identify opportunities to improve product utilization and overall customer value.
• Monitor customer engagement and proactively identify accounts that may require additional attention.
• Develop strategies to address customer concerns, increase engagement, and reduce churn.
• Support customers throughout their lifecycle as their business needs and use of Swipeclock evolve.

Customer Advocacy & Cross-Functional Partnership

• Serve as a key advocate for the Voice of the Customer (VOC) across the organization.
• Partner with Product teams to communicate customer feedback, product needs, and recurring trends.
• Coordinate with Technical Support on escalations and ensure appropriate visibility and follow-through on customer-impacting issues.
• Collaborate with Implementation, Sales, Finance, and other teams to resolve customer needs and create a consistent experience.
• Help customers navigate billing questions, account changes, product expansions, and other operational needs by connecting them with the appropriate internal resources.
• Identify recurring customer challenges and recommend improvements to processes, education, documentation, or the overall customer journey.

Retention & Growth

• Identify and manage at-risk accounts with a strong focus on customer retention and churn reduction.
• Recognize expansion opportunities based on customer needs and connect customers with the appropriate resources.
• Help customers understand additional products, features, and services that may provide value to their organization.
• Maintain accurate customer activity, account information, risks, opportunities, and interactions within Salesforce.
• Contribute to Customer Success goals and KPIs related to adoption, engagement, retention, customer satisfaction, and portfolio health.

What We’re Looking For

• Experience in Customer Success, Account Management, SaaS, customer-facing technology, or a similar role.
• Strong understanding of SaaS products and the customer lifecycle.
• Excellent written and verbal communication skills.
• Comfortable leading customer conversations, trainings, demonstrations, and virtual meetings on camera.
• Ability to explain technical or product concepts in a clear, approachable way.
• Strong relationship-building skills with a customer-first mindset.
• Ability to manage a diverse portfolio of customers with competing priorities and needs.
• Strong organizational and time-management skills.
• Ability to recognize customer risk and take proactive steps toward resolution.
• Comfortable working cross-functionally and coordinating across multiple internal departments.
• Ability to work independently while also contributing to a highly collaborative team environment.
• Curiosity and willingness to continuously learn new products, features, and technologies.
• Experience using Salesforce or another CRM platform preferred.
• Experience in workforce management, HR technology, payroll, or timekeeping is a plus.

Experience & Qualifications

• 1-3 years of experience in Customer Success, Account Management, SaaS, or another customer-facing technology role preferred.
• Experience managing ongoing customer relationships beyond initial implementation or onboarding.
• Experience conducting virtual customer meetings, presentations, demonstrations, or trainings.
• Demonstrated ability to manage multiple customers, priorities, and projects simultaneously.
• Experience identifying customer needs, resolving issues, and coordinating resources across teams.
• Track record of building strong customer relationships that contribute to retention and long-term customer success.

What Success Looks Like

Success in this role means customers are engaged, educated, supported, and getting measurable value from the products they use.

You will build relationships that allow us to identify customer needs before they become problems, increase product adoption, reduce preventable churn, and ensure customer feedback is heard throughout the organization.

You won’t be expected to solve every customer issue yourself. Instead, you’ll know how to bring together the right people, information, and resources to move customers forward.

Why Join Our Team

Customer Success is highly collaborative at Swipeclock. You’ll join a team that values knowledge sharing, teamwork, customer advocacy, and helping one another succeed.

We want our team members to feel welcomed, supported, and genuinely part of something. You’ll have the opportunity to build meaningful customer relationships, develop deeper SaaS and workforce-management expertise, and influence how we continue improving the customer experience.

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.