CSM TEAM LEADER 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, hybrid 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. 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: As a Team Leader within our Customer Success Management function you will manage a team of Customer Success Managers (CSMs) to deliver on this goal. Reporting to the Head of Customer Success Management, you will be responsible for day-to-day running of a team of CSMs. You will manage and support your team to achieve their goals, driving a focus on delivering business outcomes to our customers through the use of Access software. You will have a commercial focus and work with the team on achieving account growth targets across their portfolio, whilst improving their Access customer experience at various points throughout their journey to ensure a successful renewal. Day-to-day, you will: • Manage people: develop and retain a high-performing team of CSMs by ensuring structured induction, providing coaching and support, reviewing personal development plans, supporting career development, and acting as a point of escalation. • Be commercially focused: ensure CSMs deliver on account growth and Net Recurring Revenue (NRR) targets by understanding customer business objectives, incorporating them into Customer Success Plans, driving business outcomes with Flexpoints, and building senior-level customer relationships. • Be operationally excellent and drive innovation: achieve operational excellence by ensuring customers receive top-notch service per our CSM playbook, maintaining up-to-date systems, and driving innovation by contributing to the development of success services, seeking new service methods, prioritizing digital solutions, and fostering a culture of innovation within the team. • Work with internal stakeholders: build and manage productive relationships with key stakeholders, including sales teams, professional services, support, operations, product, and development functions. Your skills and experiences might also include: • Extensive experience managing teams in services organizations, overseeing delivery of support, configuration, training, and health checks, with a strong understanding of business processes and applications in various industries. • Proven track record in growing Net Recurring Revenue (NRR) across a customer portfolio, with strong problem-solving skills, escalation management, and the ability to manage multiple priorities under pressure. • Passionate about customers and technology, highly organized, proactive, with excellent written and verbal communication skills, and strong interpersonal skills, including customer empathy and determination to resolve issues. • Demonstrates executive presence, ability to build and maintain senior client relationships, influence others, and familiarity with UK culture and market specifics. 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.