Customer Success Manager

🕒 October 15

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

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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

• Manage a named portfolio of COINS customers as primary point of contact and trusted advisor • Deliver regular business reviews connecting COINS capabilities to construction business outcomes • Demonstrate measurable customer value and identify expansion opportunities • Build relationships with project managers, finance teams, C-Suite, and other stakeholders • Develop and execute customer success plans tailored to customer business goals • Track adoption milestones and outcome achievement • Partner with Professional Services on implementation, onboarding, and optimization projects • Guide feature optimization and use-case opportunities to accelerate adoption of COINS modules • Identify customer risks using health data and AI-powered predictive insights • Develop mitigation plans with Renewals, Support, and Product teams • Own customer escalations end-to-end and coordinate cross-functional resolution • Partner with Renewals to support retention and expansion • Translate customer feedback into product and service improvement insights • Manage a high volume of customer interactions using AI-enhanced tools and customer health data

🎯 Requirements

• Minimum of 2 years of experience managing customer portfolios in a technology or SaaS environment • Proven track record of driving product adoption and measurable business outcomes • Strong understanding of Customer Success methodologies, frameworks, and best practices • Familiarity with SaaS business models, customer health metrics, and retention drivers • Excellent written and verbal communication skills • Ability to engage technical and non-technical stakeholders, including senior and executive levels • Strong organizational capability to manage multiple accounts and competing priorities • Analytical mindset and ability to interpret customer data, usage patterns, and health metrics • Relationship-building skills that create trust and long-term engagement • Experience advocating for customers across an organization and driving solutions through cross-functional collaboration • Preferred: Experience with construction ERP, project management software, or similarly complex operational platform • Preferred: Understanding of construction industry, specialty contracting, or enterprise contractor challenges • Preferred: Familiarity with change management principles • Preferred: Experience using Customer Success Platforms and CRM tools such as Salesforce and Gainsight • Preferred: Comfort working with AI-enabled tools and data platforms • Preferred: Exposure to enterprise or strategic customer accounts • Must be authorized to work in the U.S. without employer sponsorship

🏖️ Benefits

• 22 days paid time off • 11 company paid holidays • Medical, dental & vision insurance • 5% 401(k) company match • Blended approach to office working • Opportunities for career development and progression • AI tools and insights to support the role

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