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Head of Customer Success Management
2 months ago
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 flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. 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:
We are seeking an experienced and dynamic Head of Customer Success Management for our Recruitment Software Division. This leadership role is critical to our mission of ensuring customer satisfaction, retention, and growth. The ideal candidate will have a proven track record in customer success, strong leadership capabilities, and in-depth knowledge of the recruitment software industry.
Day-to-day, you will:
Leadership and Strategy:
• Develop and execute a comprehensive customer success strategy that aligns with the company's goals and objectives.
• Lead, mentor, and grow a high-performing customer success team.
• Collaborate with cross-functional teams (Sales, Product, Marketing, and Support) to ensure a seamless customer journey.
Customer Engagement:
• Establish strong relationships with key customers, understanding their business needs and challenges.
• Oversee the onboarding process, ensuring customers are fully trained and equipped to use our software effectively.
• Implement and optimize customer engagement strategies to increase product adoption and usage.
Retention and Growth:
• Drive customer retention by proactively identifying and addressing issues, and ensuring overall customer satisfaction.
• Identify opportunities for upselling and cross-selling within the customer base.
• Monitor customer health metrics and develop action plans to address risks and capitalize on growth opportunities.
Feedback and Improvement:
• Gather customer feedback and insights to inform product development and improvement.
• Act as the voice of the customer within the organization, advocating for their needs and ensuring they are met.
• Continuously evaluate and improve customer success processes and tools.
Performance and Reporting:
• Set, track, and report on key performance indicators (KPIs) for the customer success team.
• Provide regular updates to senior management on customer success initiatives and outcomes.
• Ensure the team is utilizing data and analytics to drive decision-making and strategy.
Your skills and experiences might also include:
• Proven experience in a leadership role, managing and developing a customer success team.
• Strong understanding of the recruitment software industry and its unique customer needs.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Data-driven mindset with strong analytical skills and the ability to interpret and act on data insights.
• Experience with CRM and customer success tools (e.g., Salesforce, Gainsight).
• A proactive, results-oriented approach, with a passion for customer success and continuous 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.
