Customer Success Associate

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, UK

Permanent full time

Competitive + Bonus

We’re looking for a Customer Enablement Associate to join our Customer Success team. This is a fantastic entry-level opportunity for someone who enjoys working with people, solving problems and helping customers get the most from the products and services they use.

You’ll build relationships with customers, understand their needs and help them realise the value of their IRIS products. From encouraging greater product adoption to supporting customer retention, you’ll play an important role in creating positive customer experiences and building long-term customer relationships.

You’ll also work closely with teams across the business, sharing customer feedback and insights that help us continuously improve the customer journey.

What you’ll be doing

• Building positive relationships with customers and understanding their needs, challenges and goals.

• Helping customers get the most value from their IRIS products and services.

• Encouraging product adoption and helping customers make greater use of the features available to them.

• Delivering a great customer experience across every interaction.

• Identifying customers who may need additional support and helping find the right solution.

• Spotting opportunities where customers could benefit from additional products or services and passing these to the appropriate team.

• Working collaboratively with teams across IRIS to create a smooth and positive customer experience.

• Gathering customer feedback and sharing insights that help improve our products, processes and customer experience.

• Developing strong product knowledge so you can confidently support and guide customers.

What we’re looking for

You don’t need previous Customer Success experience to be successful in this role. We’re looking for someone with the right attitude, strong communication skills and a genuine enthusiasm for helping customers.

Ideally, you’ll bring:

• A passion for delivering excellent customer service.

• Strong verbal and written communication skills.

• Confidence speaking with customers and building relationships.

• A proactive approach to solving problems and finding the right outcome.

• An interest in learning new products, systems and processes.

• Good organisation skills and the ability to manage different priorities.

• A positive, adaptable attitude and willingness to embrace change.

• Resilience and confidence working in a busy environment.

• Previous experience in customer service, retail, hospitality, sales or support would be beneficial, but isn’t essential.

Why this role?

This is a great opportunity to start building a career in Customer Success, developing valuable experience in customer relationships, product adoption, retention and customer experience.

If you’re a confident communicator who enjoys helping people and wants to develop a career focused on making customers successful, we’d love to hear from you.

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.

Remote Working

Please be advised, permanent remote working, is only available to those living more than 25 miles (in a direct line) from their nearest IRIS office.

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:

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.