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.

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.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

** This role requires occasional travel, including in-person Quarterly Business Reviews (typically around twice per month) and attendance at company meetings in London and Loughborough.*

As a Senior Customer Success Manager you will own and be accountable for the success of a portfolio of our most valued customers, in short you are the Conductor & Trusted Partner of your customers. You will get a buzz from delivering value, results and business outcomes for our customers, you’ll be strategic, proactive and customer centric whilst being passionate about how software can help make our customers lives and businesses better.

You will be confident, collaborative and empathetic in building and maintaining effective relationships at all levels cross function internally and within your customer base from users to C‑Suite as well as confidently leading multi product, multi stakeholder in person customer meetings. You will be focused on solution and business outcome, with the ability to coordinate and conduct in person multi product QBRs, periodic reviews, provide regular progress reports and demonstrate the value of Access solutions.

You will be commercially savvy and strategically informed, establishing and underpinning your role as our Customers’ Ambassador internally and Trusted Advisor to our Customers.

• Own Contract Compliance & Drive Improvements
  :

• Become the Trusted Advisor :
  Build solid relationships with key stakeholders, including C-suite executives, earning their trust and positioning yourself as the go-to expert.

• Champion Customer Success :
  Lead the charge in ensuring customers adopt Access solutions and realise ROI and tangible business outcomes boosting retention, renewals, and advocacy while preventing churn.

• Collaborate for Exceptional Service :
  Influence internal teams to deliver outstanding experiences, handle issues across product, support, and billing, and create service improvement plans to drive satisfaction.

• Grow Business & Drive Expansion :
  Use your insights, multi product, suite and platform knowledge, and strategic advice to generate upsell opportunities and revenue growth, all while monitoring product adoption and guiding customers through the best practices and roadmap.

• You’ve got the ability to analyze and act fast, resolving customer challenges while rallying the right resources to hit your goals.

• Handling multiple and sometimes conflicting priorities.

• Hospitality industry experience is desirable, providing insight into customer environments and supporting an understanding of the solutions and outcomes that hospitality products, suites, and platforms can deliver.

• Commercial acumen allowing you to clearly explain how product, suite and platform features and best practice will impact customer outcomes negotiate effectively to benefit sides.

• Whether it’s building rapport with C-suite executives or championing internal improvements, you’re the one driving alignment and pushing for success at every level.

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…