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.
About the Role
Reporting to the Customer Success Director for ERP, you will lead the Regional Customer Success team for our SBD Software Company, covering Professional Services, Customer Success Management, and partnering with support and renewal teams, serving clients across your region. The role will cover either APAC or EMEA with the two leaders being closely aligned in order to enable a consistent way of working and experience for our customers.
The SBD portfolio is currently Mintsoft, Prospect CRM, Unleashed, and Tradify, but additional products may be added through future acquisitions.
Strategic Leadership & Partnership
Form a strong partnership with the SBD GM and the SBD leadership team, serving as a trusted advisor on customer strategy, market insights, and business performance
As a key member of the SBD senior leadership team, contribute to SBD strategy and business planning, ensuring customer-centricity drives all decisions
Partner strategically with Product & Engineering, Marketing, Sales, and GTM teams to develop integrated customer strategies that maximise business growth, product adoption, and expansion
Team Leadership & Excellence
Build and lead a Customer Success team of experienced and highly capable individuals and team leads across Professional Services/Onboarding and CSM who understand customer desired outcomes, technical landscapes, and business goals
Drive innovation across the customer success organisation, leveraging Digital and AI capabilities to reimagine how we operate and deliver value
Foster a high-performance culture within your team, developing customer success expertise and leadership capabilities while ensuring the right talent mix to deliver exceptional customer outcomes
Business Impact & Growth
Deliver measurable business outcomes including revenue retention, expansion, customer lifetime value optimisation, and operational efficiency gains. Metrics would include GRR, NRR, CSAT, TTV, NPS and eNPS
Grow a team of Customer Support and Customer Success agents based in our GOCs
Partner with sales leadership to support pre-sales growth and to ensure a seamless customer journey from acquisition to expansion
Define and optimise the customer lifecycle, leveraging technology and AI-enabled capabilities to standardise and scale interventions for each journey point while developing customer segmentation strategies
Innovation & Process Excellence
Drive adoption of self-help and modern support strategies, specifically Digital and AI, to reduce customer effort, improve experience, and optimise operational efficiency
Collaborate with Product, Engineering, Support and Central CS teams to continuously evolve self-support journeys and automated customer success touchpoints
Analyse operational data to identify trends, inefficiencies, and opportunities to transform traditional support models into proactive, AI-enabled customer success experiences
Champion the voice of the customer internally, ensuring feedback drives continuous improvement across all customer-facing functions
Propagate customer success-focused thinking into all areas of the business, serving as a centre of excellence and champion of the customer
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.