Customer Engagement Executive

About IRIS:

IRIS RegTech Solutions Limited (formerly IRIS Business Services Limited) is India's only listed RegTech SaaS provider, pioneering technology-driven regulatory and supervisory compliance solutions worldwide. Headquartered in Mumbai with subsidiaries across the U.S., Singapore, Malaysia, and Italy, IRIS serves over 30 regulators and 6,500 enterprises in 55 countries.

About IRIS CARBON®:

IRIS CARBON® is used for the regulatory reporting requirements of over 3,000 companies and is being used in over 27 countries. It is a SOC-certified, cloud-based, collaborative SaaS platform that allows companies to author compliance reports and create and file them in XBRL/iXBRL formats.

Key Skill Set Required:

• 2–8 years of B2B SaaS experience, preferably in a Customer Success, Engagement, or Account Management role.
• Exceptional verbal and written communication skills.
• Problem-solving mindset with the ability to think strategically and execute tactically.
• Experience working with enterprise customers in global markets is a plus.
• Proven track record of building strong client relationships and driving retention.
• High ownership, a customer-first attitude, and the ability to work independently.
• Prior exposure to XBRL/iXBRL or RegTech domain is a plus (not mandatory).
• Willingness to work across time zones (US/EU) when needed.

Role and Responsibilities:

• Serve as the primary relationship manager for assigned customers post-implementation.
• Drive user adoption, engagement, and satisfaction across multiple global markets.
• Understand customer business needs and proactively provide tailored solutions using IRIS CARBON®.
• Deliver high-touch onboarding and training sessions to new clients.
• Monitor account health and proactively identify and address risks or dissatisfaction.
• Act as a liaison between customers and internal teams (Product, Support, Sales).
• Identify upsell/cross-sell opportunities and collaborate with sales to close them.
• Ensure timely and effective communication and resolution of client issues.
• Drive renewals, referrals, and customer advocacy (testimonials, case studies, etc.).
• Collect and relay client feedback to product teams to influence product roadmap.