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Senior Customer Success Manager (NFP)

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Senior Customer Success Manager (NFP)

Posted 9 days ago

Customer Success Manager – Not for Profit Division

Join the Access Family and see how we make software ideas become a reality! 

Our core value of ‘Love work, Love life’ has been central to our success.  We’re looking for people to join us who share our passion for making things better every day, to help our clients succeed, and to help us become a UK top 10 Software company.

Are you ready for the challenge? 

What are we all about? 

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. Our amazing charity customers have raised over £250m with the help of our software. 
Across Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.  


We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 35,000 organisations rely on Access software to help their organisation thrive.  

At Access we believe in #CustomersForLife, . our Our goal is to ensure we provide customers with the best possible solutions, implement them quickly and efficiently, and ensure that they continue to realise the benefits of their investment 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 a portfolio of our most valuable charity customers. 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 will be part of a growing team of CSMs who work remotely with our largest customers.  As part of the NFP division, you’ll join a team whose passion and technology brings freedom to the 1000s of charities we work with to do more for their causes to deliver the greatest possible impact. 

Not only will you work directly with your charity customers, but you will also work day-to-day in a small, collaborative team helping each other find the best ways to drive the success of all our charity clients.,  

Day-to-day, you will be: 

  • Establishing yourself as a trusted advisor and go-to person for your portfolio of around 30 charity customers 
  • Working with your customers to develop and maintain a success plan, aimed at helping them get as much value as possible from their investment in our software 
  • Advising them on website and digital marketing best practice, as well as proactively monitoring and driving adoption of their website software 
  • Conducting quarterly review meetings to help them achieve their organisation goals with their website software 
  • Managing your accounts’ renewals from end-to-end 
  • Acting as the expert on platform features and functionality; delivering training 
  • Working with the Product and Support teams to deliver and act on valuable insights and feedback from software users 

Your Skills and Experiences are likely to include:

Proven experience in one or more of the following: 
  • a client-facing role in a tech business 
  • an agency-side role in a  digital marketing context 
  • a client-side role in a digital marketing team, with an ambition to move to a client-facing role 
  • Good knowledge of core digital marketing principles and executing these in a broad range of channels, such as social media, email and SEO; a thorough understanding of how charities address their challenges using digital marketing. 
  • Experience using Google Analytics to monitor website performance and can confidently suggest actionable insights from reports 
  • High levels of emotional intelligence - we’ll want you to be able to empathise with our customers’ situations and experiences,; rapidly build strong relationships with them; , and diffuse defuse difficult situations; all while having a kindness in your communications that shows patience and optimism 
  • Excellent communication skills, both verbal and written, and the ability to apply different styles to different situations -– in particularly you need to be able to explain technical solutions to non-technical individuals and manage relationships with senior stakeholders 
  • Good level of commercial acumen that allows you to hold effective commercial discussions and translate relationships into concrete renewals and upsells 
  • Ability to thrive and be resilient under pressure, whilst dealing with multiple competing priorities and demanding clients 
  • Comfortable working in an environment of rapid growth and frequent change 
  • Passion for charity sector and can demonstrate this in your application and interview 
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