Customer Success Executive

IRIS

9d • $55,000 - $65,000

About The Position

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.

Requirements

• 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.

Nice To Haves

• Experience using Salesforce or another CRM platform preferred.
• Experience in workforce management, HR technology, payroll, or timekeeping is a plus.
• 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.

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.
• 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.
• 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.

Benefits

• Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development
• Continuous learning and career development opportunities.
• A culture that celebrates diversity and empowers every individual.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed