{"id":1462620,"url":"https://alion.io/job/iris-software-group-customer-success-executive-2","title":"Customer Success Executive","company":{"id":51452,"name":"IRIS Software Group","domain":"iris.co.uk","url":"https://alion.io/company/iris-software-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":100,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Salt Lake City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":65000,"currency":"USD","period":"year","gross":null,"usd_annual":65000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-29T09:19:17Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-18T18:13:19Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"About IRIS\nIRIS 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.\nWe're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.\nThe Role\nSwipeclock, an IRIS Software Group company, provides workforce management solutions that help businesses simplify timekeeping, scheduling, HR, and workforce operations.\nWe 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.\nThis 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.\nThe 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.\nWhat You'll Do\nCustomer Success & Adoption\nManage a portfolio of customers across multiple Swipeclock products and solutions.\n\nBuild strong, trusted customer relationships through proactive and consistent outreach.\n\nHelp customers understand and adopt available products, features, and functionality.\n\nConduct customer meetings, product demonstrations, educational sessions, and virtual trainings.\n\nIdentify opportunities to improve product utilization and overall customer value.\n\nMonitor customer engagement and proactively identify accounts that may require additional attention.\n\nDevelop strategies to address customer concerns, increase engagement, and reduce churn.\n\nSupport customers throughout their lifecycle as their business needs and use of Swipeclock evolve.\n\nCustomer Advocacy & Cross-Functional Partnership\nServe as a key advocate for the Voice of the Customer (VOC) across the organization.\n\nPartner with Product teams to communicate customer feedback, product needs, and recurring trends.\n\nCoordinate with Technical Support on escalations and ensure appropriate visibility and follow-through on customer-impacting issues.\n\nCollaborate with Implementation, Sales, Finance, and other teams to resolve customer needs and create a consistent experience.\n\nHelp customers navigate billing questions, account changes, product expansions, and other operational needs by connecting them with the appropriate internal resources.\n\nIdentify recurring customer challenges and recommend improvements to processes, education, documentation, or the overall customer journey.\n\nRetention & Growth\nIdentify and manage at-risk accounts with a strong focus on customer retention and churn reduction.\n\nRecognize expansion opportunities based on customer needs and connect customers with the appropriate resources.\n\nHelp customers understand additional products, features, and services that may provide value to their organization.\n\nMaintain accurate customer activity, account information, risks, opportunities, and interactions within Salesforce.\n\nContribute to Customer Success goals and KPIs related to adoption, engagement, retention, customer satisfaction, and portfolio health.\n\nWhat We're Looking For\nExperience in Customer Success, Account Management, SaaS, customer-facing technology, or a similar role.\n\nStrong understanding of SaaS products and the customer lifecycle.\n\nExcellent written and verbal communication skills.\n\nComfortable leading customer conversations, trainings, demonstrations, and virtual meetings on camera.\n\nAbility to explain technical or product concepts in a clear, approachable way.\n\nStrong relationship-building skills with a customer-first mindset.\n\nAbility to manage a diverse portfolio of customers with competing priorities and needs.\n\nStrong organizational and time-management skills.\n\nAbility to recognize customer risk and take proactive steps toward resolution.\n\nComfortable working cross-functionally and coordinating across multiple internal departments.\n\nAbility to work independently while also contributing to a highly collaborative team environment.\n\nCuriosity and willingness to continuously learn new products, features, and technologies.\n\nExperience using Salesforce or another CRM platform preferred.\n\nExperience in workforce management, HR technology, payroll, or timekeeping is a plus.\n\nExperience & Qualifications\n1-3 years of experience in Customer Success, Account Management, SaaS, or another customer-facing technology role preferred.\n\nExperience managing ongoing customer relationships beyond initial implementation or onboarding.\n\nExperience conducting virtual customer meetings, presentations, demonstrations, or trainings.\n\nDemonstrated ability to manage multiple customers, priorities, and projects simultaneously.\n\nExperience identifying customer needs, resolving issues, and coordinating resources across teams.\n\nTrack record of building strong customer relationships that contribute to retention and long-term customer success.\n\nWhat Success Looks Like\nSuccess in this role means customers are engaged, educated, supported, and getting measurable value from the products they use.\nYou 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.\nYou 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.\nWhy Join Our Team\nCustomer Success is highly collaborative at Swipeclock. You'll join a team that values knowledge sharing, teamwork, customer advocacy, and helping one another succeed.\nWe 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.\nWhy You’ll Love Working Here\nImpact: Your work will influence millions globally.\n\nGrowth: Continuous learning and career development opportunities.\n\nBelonging: A culture that celebrates diversity and empowers every individual.\n\nReady to Apply?\nClick 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.\nWhat to expect from our hiring process\nOur 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:\nApplication review - we assess your experience and potential\n\nInitial call - a short conversation to learn about you and share more about the role\n\nSkills assessment - tailored to the position, e.g. case study, coding challenge or portfolio review\n\nFinal interview - meet the team and explore how you'll make an IMPACT at IRIS\n\nWe'll always walk you through the specific stages at the start of the process so you can prepare with confidence.\nIf you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.","description_format":"text","description_chars":7963,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","Payroll Services","HR & Payroll Software","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-09-29T13:05:57Z"}],"visa":[],"liveness":{"score":66,"band":"ok","label":"Likely open","p_open":1,"p_active":0.731,"p_room":0.9,"age_days":17,"expected_fill_days":27,"reasons":["conf:2","velocity","win:mid","comp:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":65000,"is_top_pay":true},"html_url":"https://alion.io/job/iris-software-group-customer-success-executive-2","json_url":"https://alion.io/job/iris-software-group-customer-success-executive-2.json","meta":{"generated_at":"2026-10-18T20:53:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24630,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51452},"rest":"https://alion.io/mcp/rest/get_company?id=51452"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Firis-software-group-customer-success-executive-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Firis-software-group-customer-success-executive-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Firis-software-group-customer-success-executive-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iris-software-group-customer-success-executive-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Firis-software-group-customer-success-executive-2"}]}