Customer Success Manager

🕒 July 23

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The Access Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

The Access Group is a provider of cloud-based, industry-focused business management software and services. It offers modular SaaS solutions — including finance and accounting, HR and payroll, learning and compliance, CRM, ERP, payments and managed IT — tailored to sectors such as charities, education, construction, healthcare, hospitality, recruitment, warehousing and wholesale. The company serves other organisations with integrated, enterprise-grade tools, supported by professional services, customer success and global operations to help customers streamline operations and meet regulatory and sector-specific needs.

📋 Description

• Build strong, trusted relationships with customers while serving as their primary point of contact throughout their Paytronix lifecycle. • Partner with customers to define and measure success outcomes through strategic business reviews (QBRs), providing advice, thought leadership, feature recommendations and best practices that maximize the value of their investment, including Professional Services offerings such as Flexpoints. • Conduct onboarding and kickoff sessions that establish strong customer relationships, define engagement expectations and ensure customers understand the goals and benefits of their Customer Success Plan. • Research account history, onboarding progress, customer data and project details in Salesforce to prepare for customer engagements and coordinate kickoff meetings with the appropriate stakeholders. • Organize and lead ongoing customer engagements to review outcomes, refresh customer objectives, answer questions, and monitor product adoption and engagement while maintaining alignment with evolving customer priorities. • Proactively identify customer risks, coordinate internal action plans, facilitate engagement with subject matter experts as needed, and partner with cross-functional teams to strengthen customer relationships and support long-term retention. • Collaborate closely with Account Managers, Technical Success Managers, Technical Support Engineers, Product and other internal teams to deliver an exceptional customer experience while ensuring the voice of the customer is represented internally.

🎯 Requirements

• 5+ years of Customer Success, Account Management or other post-sales customer relationship management experience supporting SaaS products. • Proven ability to build credibility and influence with executive stakeholders, including C-level customer contacts. • Strong communication, presentation and interpersonal skills, including experience leading strategic customer business reviews. • Strong listening skills with the ability to ask thoughtful questions, understand customer priorities and anticipate customer needs. • Ability to quickly build rapport, foster trusted relationships and identify opportunities to simplify processes and improve the customer experience. • Empathy, curiosity and a genuine desire to help customers succeed. • Comfort with ambiguity and a creative, solutions-oriented approach to problem solving. • Experience advocating for customers' needs across an organization and driving solutions through cross-functional collaboration.

🏖️ Benefits

• 22 days paid time off • 11 company paid holidays • Medical, dental & vision insurance • 5% 401(k) company match • A range of other benefits to choose from