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Customer Success Manager - NPE

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Customer Success Manager - NPE

Posted 14 days ago

Join the Charity Websites team at Access and make a meaningful impact with our NFP clients.  

We’re looking for people to join us who share our passion for helping charities achieve more through their websites. You’ll also want to make our bespoke platform even better for charities by identifying what clients need, in a small, close-knit team at a fast-growing software company. 

 About Access 

At Access, we are proud to partner with some of the biggest charities in the UK and Ireland and support smaller charities making a big impact. We provide software through our website platform (and other products) that is key to their efforts to raise awareness and critical funds. Our amazing charity customers have raised over £250m with the help of our software.  

We also believe in building lasting relationships with our clients (#CustomersForLife). Our goal is to provide charities with the best possible digital solutions, help them use them effectively, and ensure that they continue to benefit from their investment in our software for years to come. 

About the role 

As a Customer Success Manager (CSM) in our Not for Profit (NFP) division, you will be accountable for the success of our charity customers using our website platform. Your goal will be to work proactively with your charity customers to establish yourself as a trusted adviser, ensure they get the very best from their website product and continuously improve their experience.  

You’ll be working directly with charity customers, as well as supporting your colleagues as part of a small, collaborative team helping each other find the best ways to drive the success of all our charity clients. 

Day-to-day, you’ll: 

  • Be advising charity customers on how to get the best out of the product and service – be that digital marketing and content best practice, info about new features or proactively monitoring and driving adoption of their Access software 

  • Build strong and positive relationships with customers to establish yourself as their trusted advisor and go to person 

  • Deliver regular reviews with customers, reporting on progress and demonstrating the value of their software 

  • Support the delivery of an annual programme of training events for customers. You’ll work with internal and external stakeholders to create high quality, customer centric content that helps charities to achieve their goals with our software 

  • Work with our customers and internal stakeholders to resolve any customer issues and proactively identify ways of improving our service overall 

As a well-rounded Customer Success Manager, your skills and experiences likely include:  

  • Passion for helping charity customers succeed – we’ll want you to be able to empathise with our client’s situations and experiences; rapidly build strong relationships with them, even if using technology for contact; be able to diffuse difficult situations; all while having a kindness in your communications that shows patience and optimism

  • You care about charities and can demonstrate this in your application and interview  

  • You have excellent communication skills, both verbal and written and the ability to apply different styles to different situations - particularly you need to be able to explain technical solutions to non-technical individuals  

  • A knowledge of using software in the charity sector is an advantage - you might have used a CRM management, marketing or fundraising technology or automation

  • Flexible and adaptable – the pace of change at Access is rapid, so the demands on the role will develop over time  

  • A self-starter, highly organised and proactive who is happy to work in a small collaborative team where everyone supports each other 

 What does Access offer you? 

  • A Competitive Salary 

  • 25 days of leave, increasing to 30 days after 5 years service, plus the option to buy up to 5 additional days 

  • Flexible working - offices across the country, and support working from home too 

  • The Access Group Big Break: our all-expenses paid holiday to Spain (or 2 days of holiday) 

  • Giving Back/Charity days 

  • Regular Socials 

  • Cycle to work scheme 

  • 6 week Sabbaticals (after 6 years of service) 

  • Discounted private health care 

  • Pension 

  • Global employee assistance programme