Customer Success Manager (Donorfy) 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. On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, 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 one charity day allocated to support a cause that matters to you.     About you: You will join our newly acquired Donorfy CRM Customer Success Team as a Customer Success Manager. In this role, you will play a crucial part in ensuring our valued customers receive the best possible experience with their Donorfy CRM. You will act as the internal ‘voice’ of the customer, providing feedback on any gaps in the service or product. Your responsibilities will include managing relationships by ensuring customers have the information they need to achieve their goals with Donorfy, focusing on renewals and retention through both proactive and reactive contact. You will be a product advocate, responding to customer inquiries, promoting the Donorfy academy for training needs, and escalating any technical complaints. Additionally, you will gather feedback from customers and share it internally, collaborating with colleagues to enhance products and services for an improved overall customer experience. You are passionate about Customer Success and enjoy resolving customer issues. You strive for excellence in all aspects of your life and have experience managing a large customer base. You are analytical and comfortable with data, making you a great problem solver. You excel at building relationships with both customers and internal stakeholders. Day-to-day, you will: • Provide both reactive and proactive services to the customer base, ensuring timely resolution of issues and exceeding expectations. • Collaborate with internal stakeholders to resolve customer escalations and deliver an annual programme of Success Events and Webinars to enhance customer relationships. • Build meaningful relationships with customers, helping them set and review goals while identifying those who may need additional support. • Contribute to the Donorfy academy by suggesting content, delivering training, and identifying opportunities to improve the overall customer experience.   Your skills and experiences might also include: • Possess deep knowledge of the third sector, with experience in customer success, project management, or account management roles, and a strong understanding of fundraising CRM data, including solid Excel skills. • Deliver high-quality presentations and training, demonstrating excellent communication skills and the ability to engage clients and prospects in value-focused conversations. • Exhibit exceptional relationship management skills with a 'customer first' mindset, showing empathy and determination to resolve issues while being a fantastic team player. • Maintain a strong work ethic and goal-oriented attitude, demonstrating organisational skills, initiative in finding innovative solutions, and a commitment to continuous learning and improvement. 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.