Customer Success Manager
The Access Group
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:
We are seeking a proactive, customer-focused individual to join our team in a hybrid role that blends onboarding, customer success, and support. This position is pivotal in ensuring new customers have a smooth and engaging start with our software, while continuing to benefit from ongoing guidance, marketing insights, and responsive support. The ideal candidate will be passionate about delivering exceptional customer experiences, driving adoption, and helping users unlock the full value of our platform.
Day-to-day responsbilities:
Customer Onboarding & Support
Support customers via email, phone, and Teams meetings to help them get set up, answer questions, and ensure they’re maximizing the value of our system.
Manage customer communication platforms such as HelpScout and Intercom.
Customer Success & Retention
Drive Gross Revenue Retention (GRR) by ensuring customers realize the full value of their investment.
Liaise with the internal Content team and customers on the marketing of events.
Become an adviser to customers on event set up best practice.
Champion the customer voice internally, ensuring their feedback informs our roadmap and service delivery.
Engagement & Enablement
Own and manage support documentation, and webinars to drive engagement and deliver value at scale.
Turn customer interactions into advocacy through case studies and testimonials, showcasing success stories and impact.
Your skills and experiences might also include:
You have a customer-centric mindset, with experience in onboarding, customer success or support.
You have excellent communication and interpersonal skills and are comfortable engaging with customers online and on the phone.
You are passionate about helping customers succeed and can turn their satisfaction into long-term loyalty.
You are a strong planner and organiser. You can manage multiple priorities in a fast-paced environment.
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.