Customer Adoption Executive (Saas)
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.
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 escalate risks where appropriate.
Support customers in achieving their objectives and desired outcomes.
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 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.
Collaboration
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.
What We're Looking For
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.
Ability to build trust and credibility with a wide range of stakeholders.
Experience using CRM platforms such as Salesforce, Gainsight, or similar systems.
Good Microsoft Office skills, particularly Excel, Word, and PowerPoint.
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.
Ready to Apply?
Click Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.
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:
Application review — we assess your experience and potential
Initial call — a short conversation to learn about you and share more about the role
Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review
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.
