Customer Success Manager

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.

You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you'll also have one charity day allocated to support a cause that matters to you.  There are plenty of other perks. Apply to find out more.

About you:
You are a highly collaborative professional with a passion for driving customer success and long-term value. You have experience managing C-level and senior key stakeholder relationships, acting as a trusted advisor to align our solutions with their business. You know how to demonstrate and articulate the value our solutions can bring, and you are highly organised, skilled at orchestrating cross-functional teams, and proactive in building customer success plans, renewal risk strategies, and ensuring high-value engagement throughout the customer journey.

Day-to-day, you will:

• Manage a portfolio of our most strategic customers and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer advocacy.

• Build strong and trusted partnerships, acting as the key point of contact for our customers and their relationship with Access.

• Deliver on key elements of the premier plan service, including scheduling and leading quarterly business reviews across your accounts.

• Build and maintain customer success plans, developing a deep understanding of customer organisations, their objectives, and identifying opportunities for measurable business impact.

• Monitor customer health metrics and adoption trends to predict renewal risks and proactively engage with strategies to mitigate churn.

• Act as the voice of the customer internally, sharing valuable feedback to influence product roadmaps and service improvements.

• Foster customer advocacy by identifying champions, securing case studies, and encouraging participation in advisory boards and industry events.

Your skills and experiences might also include:

• Proven experience managing strategic, high-value customer relationships, ideally in a SaaS or technology-driven environment.

• Ability to engage, influence, and build trusted relationships with C-level executives and senior stakeholders.

• Strong commercial acumen with a track record of driving upsell, cross-sell, and revenue growth.

• Excellent communication and presentation skills, with the ability to articulate complex solutions clearly and persuasively.

• Highly organised and proactive, able to manage multiple accounts, projects, and priorities effectively.

What are we all about? 

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence. 

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us We wholeheartedly believe in equality for all and the transformative power of diversity. 

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.

Love Work. Love Life. Be You.