Customer Success Team Manager

Customer Success Team 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 flexible, working environment where you can balance work and life while maintaining a strong office team-based culture. 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 standard 25 days holiday (which goes up the longer you're with us), and a matched pension scheme, 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 one charity day allocated to support a cause that matters to you.    

About you: 

As a CSM Team Manager in the Customer Success ERP division, you will be accountable for the success of a portfolio of our most valued customers. You will get a buzz from helping people, you'll be customer centric whilst being passionate about how software can help make our customers lives and businesses better. You will have a proven track record of being commercially focused, delivering increased Net Recurring Revenue (NRR) through retention and account growth across your teams portfolio. You will be confident building and maintaining effective relationships at all levels internally and within your customer base. You will be solution focused, and will drive a customer outcome mindset across your team focussing on customer goals and verified outcomes

Day-to-day, you will:

• Lead the service delivery to our largest customers by building and nurturing relationships with key stakeholders, including C-Suite, and ensuring contractual adherence to Customer Success Plans across the team portfolio. This includes reporting, identifying risks and opportunities, taking appropriate action, driving continuous improvement, and maintaining effective communication and updates.
• Act as an escalation point for your team's customers, driving issue resolution across the business, and influencing internal Access departments to deliver exceptional customer experiences through service improvement plans, addressing generic issues, and collaborating on NPS initiatives.
• Support the team in achieving targets related to Net Recurring Revenue (NRR), self-generated services, customer advocacy, product adoption, and Flexpoints consumption.
• Collaborate with sales to create new business opportunities within the supported portfolio and new business, and work on initiatives to enhance customer experience while managing costs. 

Your skills and experiences might also include:  

• Extensive experience leading a Customer Success team managing ARR of £15m+, with strong commercial acumen, negotiation skills, and a proven track record of hitting NRR targets by reducing churn and growing accounts.
• Skilled in driving business outcomes, analyzing product usage data, and resolving customer challenges by engaging appropriate resources and influencing effectively.
• Proficient in managing conflicting priorities under pressure, experienced in financial systems, delivering professional presentations, and handling conflicts effectively.
• Strong ability to build rapport with customer stakeholders, including C-Suite, ensuring strategic alignment, and driving internal improvements while developing a team based on CSM best practices and individual career goals.

What are we all about? 

The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace.

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.