Customer Success Executive

Summary

IRIS Software Group, through its Swipeclock company, provides workforce management solutions that help businesses simplify timekeeping, scheduling, HR, and workforce operations. The Customer Success Executive manages a portfolio of customers, driving product adoption, education, engagement, retention, and overall customer experience while partnering with cross-functional teams to address customer needs and improve the customer journey.

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

Skills

• 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
• 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 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
• Comfortable leading customer conversations, trainings, demonstrations, and virtual meetings on camera
• 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

Qualifications

Must Haves

• 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
• 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 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

Nice to Haves

• Comfortable leading customer conversations, trainings, demonstrations, and virtual meetings on camera
• 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

Benefits

• Impact: Your work will influence millions globally.
• Growth: Continuous learning and career development opportunities.
• Belonging: A culture that celebrates diversity and empowers every individual.