Customer Success Leader

4 weeks ago

Loughborough, United Kingdom The Access Group Full time
Customer Success Leader - Not for Profit & Education
Access are seeking an exceptional Customer Success visionary with a strong demonstrable track record in post-sales leadership. You will have led the inception and global delivery of new high-volume Customer Success products and services, that not only exceed revenue and margin goals but also elevate customer experiences. Accelerating and digitizing their on-boarding, improving their software adoption, and supporting their on-going growth needs, leading to seamless renewals.
You will have been in a high growth businesses that not only exceed revenue and margin goals but also elevate customer experience. Accelerating and digitizing their on-boarding, improving their software adoption, and supporting their on-going growth needs, leading to seamless renewals.

Reporting to the Director, Customer Success (Senior Leader), this global leadership role will lead a high-performing team of 70+ Professional Services Consultants, CSMs, and Support engineers. Outside of acquisitions, the Customer Success Services Portfolio is the fastest growing segment within Access and this role will play a central part in continuing this momentum. This role is fully accountable for creating repeatable outcome-focused services that address customer and market needs within a growing £50M+ division.
Access are seeking an exceptional Customer Success visionary with a strong demonstrable track record in post-sales leadership. You will have led the inception and global delivery of new high-volume Customer Success products and services, that not only exceed revenue and margin goals but also elevate customer experiences. Accelerating and digitizing their on-boarding, improving their software adoption, and supporting their on-going growth needs, leading to seamless renewals.
You will have been in a high growth businesses that not only exceed revenue and margin goals but also elevate customer experience. Accelerating and digitizing their on-boarding, improving their software adoption, and supporting their on-going growth needs, leading to seamless renewals.
This individual will be excited to join a fast-paced company with even greater growth aspirations to help Access execute existing ambitious plans but also help them evolve as they rapidly scale to £2Bn revenue+ and drive international expansion.
Reporting to the Director, this global leadership role will lead a high-performing team of 70+ Professional Services Consultants, CSMs, and Support engineers. Outside of acquisitions, the Customer Success Services Portfolio is the fastest growing segment within Access and this role will play a central part in continuing this momentum. This role is fully accountable for creating repeatable outcome-focused services that address customer and market needs within a growing £50M+ division.
We are looking for a passionate and knowledgeable individual with a deep understanding of the education and/or non-profit sectors, coupled with experience in software services delivery, Customer Success and Professional Services.
The ideal candidate will have;
• Map out the end-to-end customer journey, identifying key touchpoints and areas for improvement. Implement strategies and tactics to enhance customer satisfaction, engagement, and loyalty at each journey stage, while aligning efforts with the desired customer outcomes.
• Be accountable for an £50M+ ARR book of business, driving high customer NPS by providing services that meet customer needs at all stages of their journey with Access.
• Develop listening points in the customer journey (e.g., usage, satisfaction, etc.) and standardise interventions for each point in the journey.
• Drive utilisation across Professional Services Consultants and CSMs and a commercial mindset that drives outcome led conversations with customers around how Access cross and up sell into the install base.
• Drive scalable digital transformation that enables customers to self-serve, achieve their outcomes and solve their problems in an optimal way with a world-class customer experience.
• Utilize customer feedback, data analytics, and market research to gain deep insights into customer needs, preferences, and pain points. Translate insights into actionable strategies and initiatives to improve the customer experience and drive desired customer outcomes.
• Ensure alignment across Customer Success individual contributor (IC) team members and leadership at all levels have meaningful targets, measures and bonuses/variable pay that drives the right behaviours and results.
• Develop escalation processes and monitor customer service performance to ensure prompt issue resolution and support achieving customer outcomes.
• Ensure internal systems and processes are adopted correctly, maintained and evolved to drive the changing demands of the business.
• Manage and oversee relevant metrics, processes, and goals to optimize performance and accountability.
• Customer centric, experienced business leader with a high degree of commercial and business acumen in a B2B SaaS environment.
• Proven leadership skills with the ability to influence at all levels including experience of working at Board or Investor level.
• Results driven - accountable, able to balance strategic thinking with attention to detail and operational end-to-end delivery, problem solving, prepared to go over & above when required.
• Excellent communication skills. You are a confident, clear, and warm communicator with a flexible and constructive approach to customers, cross-functional teams, and executive leadership.
• Excellent problem-solving and decision-making skills, with the ability to identify and resolve issues in a timely and effective manner.
• Strong leadership and mentoring skills, with the ability to motivate and inspire team members.
• Strong analytical and quantitative skills, with experience in data analysis and reporting.

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