Customer Success Manager

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 and customer-focused individual to join our team in a hybrid role that blends onboarding, customer success, and support. This role is pivotal in ensuring new customers have a smooth start, existing customers continue to thrive, and all users receive timely and effective support.

Day-to-day, you will:

• Guide customers through our onboarding steps, providing best-practice advice and leading onboarding calls and walk throughs.
• Drive Gross Revenue Retention (GRR) and ensure customers realize the full value of their investment by liaising with them on the marketing of their events.
• Own and manage success events, support documentation and webinars to drive engagement, strengthen relationships, and deliver value to customers at scale.

• Turn customer interactions into advocacy through case studies and testimonials, while championing the customer voice and ensuring their business outcomes are achieved.
• Respond to customer inquiries via HelpScout, Intercom, and other support channels.

Your skills and experiences might also include:

• You have a customer-centric mindset, with experience in onboarding, customer success or account management.
• 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.

Benefits

• Performance bonus
• Medical subscription
• Dental subscription
• Extra days off
• Flexible work schedule
• Meal vouchers