Senior Customer Success Manager

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, you'll receive 22 days paid time off, plus 11 company paid holidays. Also, medical, dental & vision insurance, 5% 401(k) company match, plus a range of other benefits that you can choose from.

About You

This is a high-visibility role where your relationships become the engine of retention, growth, and advocacy for some of our most strategic accounts. You'll operate as a trusted partner to customers navigating the demands of enterprise software adoption, working across complex organizations where your ability to influence without authority and communicate across levels is what drives outcomes.

You're passionate about how software can help businesses operate better. You're solution-focused and commercially savvy, with the confidence to build and maintain effective relationships at all levels internally and within your customer base. You'll establish yourself as a trusted advisor to our customers and a credible ambassador for Access internally.

Day-to-Day, You Will:

• Own a portfolio of strategic accounts, driving adoption, managing renewals, and building relationships that turn satisfied customers into active advocates
• Identify and surface risks and opportunities early, take appropriate action, and maintain clear communication and progress reporting across your accounts
• Nurture solid relationships with key customer contacts and stakeholders, including C-Suite, establishing yourself as a trusted advisor who understands their business
• Drive successful adoption of Access solutions, leading to retention, renewal, expansion, satisfaction, and advocacy
• Generate upsell and expansion revenue through a combination of customer insight, industry knowledge, and product expertise
• Advise customers on best practice and product roadmap, proactively monitoring and driving adoption of features and functionality
• Coordinate across internal Access teams to resolve issues, handle Service Improvement Plans, and deliver a consistently excellent customer experience
• Lead periodic business reviews that surface trends, sentiment, and opportunities for product and service expansion, as well as webinars and product and support workshops

Your Skills and Experiences Might Include:

Required:

• Proven experience in a Customer Success, account management, or post-sales role within an enterprise SaaS environment
• Track record of quickly resolving customer challenges by mobilizing the right resources and influence to achieve goals
• Skilled at managing multiple competing priorities under pressure without losing responsiveness or quality
• Strong commercial acumen and negotiation skills
• Confident delivering presentations to internal and external audiences, both in person and via webinar
• Comfortable building rapport with multiple customer stakeholders, including C-Suite, ensuring strategic and operational alignment
• Adept at translating specific product features and capabilities into meaningful customer outcomes

Preferred:

• Familiarity with construction ERP, specialty contracting software, or a similarly complex operational platform
• Understanding of the construction industry, specialty contracting, and the operational challenges facing enterprise contractors
• Skill analyzing product usage data by customer or segment to inform strategy and identify opportunity
• Ability to articulate challenging messages and navigate conflict effectively

Work Authorization: Candidates must be authorized to work in the U.S. without employer sponsorship for this opportunity.

Compensation: The anticipated base salary for this role is $95,000-$105,000 annually, with additional On Target Earnings (OTE) based on performance. Final compensation will be determined based on factors including location, experience, and qualifications. Any compensation outside this range will follow applicable laws and company policy.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we're shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do . We're committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you're excited about this role - even if your experience doesn't tick every box - you might be exactly who we're looking for.

We believe in equality for all and the transformative power of diversity. So 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.