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About the Role

As a Senior Customer Success Manager, you will own and be accountable for the success of a portfolio of our most valued customers, acting as their Conductor & Trusted Partner. You will excel at delivering value, results, and business outcomes for our customers through strategic, proactive, and customer-centric approaches, leveraging software to improve their lives and businesses. You will build and maintain effective relationships at all levels, both internally and with customers from users to C-suite, and confidently lead multi-product, multi-stakeholder customer meetings. Your focus will be on solutions and business outcomes, coordinating and conducting in-person QBRs, periodic reviews, providing progress reports, and demonstrating the value of Access solutions. You will be commercially savvy and strategically informed, serving as the Customers’ Ambassador internally and Trusted Advisor to our Customers.

Responsibilities

Own Contract Compliance & Drive Improvements: Ensure adherence to contractual obligations, identify risks and opportunities, take action, and lead continuous improvement.
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 customer adoption of Access solutions, ensuring they realize ROI and tangible business outcomes to boost 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.
Grow Business & Drive Expansion: Use insights, multi-product, suite, and platform knowledge, and strategic advice to generate upsell opportunities and revenue growth, while monitoring product adoption and guiding customers through best practices and roadmap.

Requirements

Ability to analyze and act fast, resolving customer challenges while rallying the right resources to hit goals.
Capability to handle multiple and sometimes conflicting priorities.
Commercial acumen allowing clear explanation of how product, suite, and platform features and best practice will impact customer outcomes and negotiate effectively.
Ability to drive alignment and push for success at every level, from building rapport with C-suite executives to championing internal improvements.

Skills

Strategic thinking
Proactive approach
Customer centricity
Software knowledge
Relationship building
Communication
Leadership
Problem-solving
Commercial acumen
Negotiation
Product adoption
Customer retention
Upselling
Cross-functional collaboration

Location

London
Loughborough

Work Type

Blended approach to office working
Occasional travel

Experience Level

Senior

Salary/Compensations

Competitive salary

Benefits

25 days leave a year
Health contribution
Range of benefits to suit you
Three charity days allocated

About the Company

The Access Group is one of the largest UK-headquartered business management software providers.
Provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC.
Innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.
Over 9,300 talented individuals driving innovation and customer excellence.
People are at the heart of everything we do.
Committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive.

Equal Opportunity

We believe in equality for all and the transformative power of diversity.
Love Work. Love Life. Be You.