Premier Customer Success Manager - People MLB Sector
The Access GroupWe’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 two charity days allocated to support a cause that matters to you.
As a Premier Customer Success Manager, you will be accountable for the success and retention of a portfolio of our most valued enterprise customers. You are deeply customer-centric, with a genuine passion for helping organizations realize tangible value from software. You thrive on building strong, trusted relationships and are motivated by driving meaningful outcomes for customers and their businesses.
You will confidently engage and influence stakeholders at all levels, both internally and within your customer accounts. With a solution-oriented mindset, you will lead regular business reviews, provide clear and actionable progress updates, and consistently demonstrate the value of Access Software solutions. Commercially astute and strategically minded, you will act as both a trusted advisor to your customers and a customer ambassador within Access, advocating for their needs and long-term success.
Day-to-day, you will:
• Ensure adherence to contractual agreements, manage risks and opportunities, and drive continuous improvement through effective communication and updates.
• Establish trusted advisor relationships with key customers and stakeholders, including CSuite, to ensure successful adoption and retention of Access solutions, leading to renewals and customer advocacy.
• Drive exceptional customer experiences by influencing internal departments, managing churn, and generating upsells through customer insights and product knowledge.
• Conduct service improvement plans, address generic issues, collaborate on NPS, host webinars, and facilitate workshops to resolve customer challenges and identify expansion opportunities.
Your skills and experiences might also include:
• +5 years of experience in a Customer Success or similar function with strong commercial acumen and negotiation skills.
• Ability to quickly resolve customer challenges, handle multiple conflicting priorities, and influence resources to achieve goals.
• Deep understanding of our business, customers' businesses, industry trends, and the ability to translate product features into customer success outcomes.
• Skilled in building rapport with customer stakeholders, delivering presentations, analyzing product usage data, and driving internal improvements.
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.