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. You will start with 25 days annual leave that increases with your seniority in the company, private healthcare, and life insurance. We pride ourselves on being an organisation that gives back – you’ll also have one charity day allocated to support a cause that matters to you. There are plenty of other perks. Apply to find out more. About you: We are looking for a passionate Customer Success Manager to join our team. In this role, you’ll be responsible for ensuring that our customers achieve success with our software, driving both satisfaction and long-term retention. This role is especially suited to individuals with strong B2B sales or account management experience, who are comfortable engaging with senior stakeholders representing businesses and navigating complex organisations to drive results. Day-to-day, you will: - Drive Gross Revenue Retention (GRR) and ensure customers realize the full value of their investment by proactively managing customer health, success plans, and addressing escalations with internal teams. - Identify and generate Upsell (ARR, Customer Success Plans Uplift) and Cross-Sell leads, leveraging customer relationships to expand product adoption and increase Net Revenue Retention (NRR). - Own and manage success events and webinars to drive engagement, strengthen relationships, and deliver value to customers at scale. - Turn customer interactions into advocacy through case studies, testimonials, and social media, while championing the customer voice and ensuring their business outcomes are achieved. Your skills and experiences might also include: - Experience in B2B SaaS, account management or customer success, with a proven ability to work with corporate stakeholders and decision-makers. - Ability to navigate organisational structures to identify opportunities for value expansion and efficiency improvements (as demonstrated in our Wireless CCTV case study). - Experience in working cross-functionally with Sales, Admin, and Finance teams to drive client outcomes and adoption. - A commercial mindset, capable of identifying upsell/cross-sell opportunities, managing renewals, and supporting strategic account growth. - Strong communication and presentation skills, able to influence and advise customers at all levels, from operations to executive leadership. - Comfortable using CRM and digital platforms to manage customer interactions, engagement, and success metrics. 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're excited about this role (even if your previous experience doesn't 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's make a difference together. Love Work. Love Life. Be You.