Customer Success Manager

We&aposre 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&aposs 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&aposll 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&aposll also be able to choose from a range of benefits to suit you. We&aposre an organisation that likes to give back, so you&aposll also have three charity days allocated to support a cause that matters to you.

About you:

You are a highly collaborative professional with a passion for diving customer success and long-term value. You have experience managing c-level and senior key stakeholder relationships, acting as a trusted advisor to align our solutions with their business. You have experience aligning our products and services to customer success outcomes and can articulate, demonstrate and drive the value our solutions can offer. You are extremely organized and skilled at orchestrating cross-functional teams to deliver the best customer experience, including taking ownership of customer success plans, renewal risk plans and ensuring high-value engagement at every stage of the customer journey.

Day-to-day, you will:

• Manage a portfolio of strategic customers, driving Gross & Net Revenue Retention (GRR, NRR) while building trusted partnerships as their key point of contact.
• Deliver premier service plans through business reviews, success plans, and value realization by aligning Access solutions to customer goals.
• Monitor adoption and health metrics to identify risks, execute renewal strategies, and proactively prevent churn through cross-functional collaboration.
• Act as the customer&aposs advocate by providing feedback to influence product improvements and fostering advocacy via champions, case studies, and industry engagement.

Your skills and experiences might also include:

• Experienced in managing strategic, high-value customer relationships in SaaS/technology, with strong commercial acumen to drive upsell, cross-sell, and revenue growth.
• Skilled at building trusted partnerships with C-level executives and senior stakeholders through clear, compelling communication and presentations.
• Proven ability to lead customer success plans, aligning solutions to business outcomes and measuring value realization.
• Highly organized, proactive, and effective at managing multiple accounts, projects, and competing priorities.

Note: This role follows UK working hours and requires availability from 2:00 PM to 11:00 PM Vietnam Time, Monday to Friday.

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&aposre excited about this role, (even if your previous experience doesn&apost 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&aposs make a difference together.

Love Work. Love Life. Be You.