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.

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.

As a Digital CSM - Engagement Specialist within the Customer Success function, you will be responsible for designing and executing creative customer engagement campaigns and experiences for our long-tail customer segments across SHR and Paytronix portfolios. You will build engaging customer experiences through email campaigns and in-app messaging that proactively address customer needs and drive product adoption.

This role is specifically designed to work US business hours (evening/night shift in Malaysia time) to provide real-time support to our Americas customer base, and the schedule for this position is fixed with no alternative shift options available.

Day-to-day Responsibilities:

Campaign Creation & Content Development

• Build and execute targeted email campaigns with guidance from leadership, such as welcome series, feature announcements, and educational content for different customer segments

• Create email templates with strong design and engaging copy that drives customer action and adoption

• Handle design and setup of customer-facing emails sent through our platforms (using existing templates where possible), with copy subject to approval process

• Develop automated engagement sequences for onboarding, adoption, and renewal processes with A/B testing optimization

• Edit and optimize customer-facing content including email copy, in-app messaging, and educational materials for hospitality industry audiences

In-App Engagement & Customer Journey

• Build and manage in-app campaigns including user guides, feature spotlights, onboarding flows, and contextual messaging to drive product adoption

• Support customer lifecycle campaign development working with leadership to identify key touchpoints for engagement

• Analyze customer behavior and engagement data to identify opportunities for campaign improvements and journey optimization

• Assist with customer segmentation strategies for personalized campaign experiences across different customer types

Collaboration & Cross-Training

• Monitor campaign performance and analyze engagement data to recommend improvements for future campaigns

• Collaborate with Digital CSM - Retention Specialists to create targeted retention campaigns and follow-up sequences

• Work with Product, CS and Marketing teams to support feature launches and ensure campaigns align with product developments

• Participate in cross-training initiatives to provide backup support during peak periods, PTO, or emergencies

• Learn retention playbook execution to provide backup support for straightforward retention cases when needed

Required Skills and Experience

• 3+ years of experience in Customer Engagement, Digital Marketing, or Customer Success roles with campaign creation experience

• Strong proficiency with email marketing platforms with experience in automation, segmentation, and template design

• Experience with customer engagement or in-app messaging tools for creating user guides and onboarding experiences

• Creative and design skills with ability to create visually appealing email templates and campaign assets

• Strong editing and content optimization abilities with experience refining customer-facing content that drives engagement

• Basic analytical skills with willingness to learn campaign optimization through metrics analysis

• Proficiency with CRM systems for customer data management and campaign personalization

• Willingness to learn cross-functional skills and adapt to changing team needs

• Collaborative team player comfortable providing backup support across different CS functions

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.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So 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.