Customer Success Team Lead

22 hours ago

Loughborough, Leicestershire, United Kingdom The Access Group Full time
About the Role

We're seeking a seasoned Customer Success Team Manager to lead our ERP division and drive business outcomes for our most valued customers. As a key member of our team, you'll be responsible for building and nurturing relationships with C-Suite stakeholders, ensuring contractual adherence to Customer Success Plans, and driving continuous improvement.

Key Responsibilities
  • Lead the service delivery to our largest customers, building and maintaining effective relationships with key stakeholders, including C-Suite, and ensuring contractual adherence to Customer Success Plans across the team portfolio.
  • Act as an escalation point for your team's customers, driving issue resolution across the business, and influencing internal Access departments to deliver exceptional customer experiences through service improvement plans, addressing generic issues, and collaborating on NPS initiatives.
  • Support the team in achieving targets related to Net Recurring Revenue (NRR), self-generated services, customer advocacy, product adoption, and Flexpoints consumption.
  • Collaborate with sales to create new business opportunities within the supported portfolio and new business, and work on initiatives to enhance customer experience while managing costs.
Requirements
  • Extensive experience leading a Customer Success team managing ARR of £15m+, with strong commercial acumen, negotiation skills, and a proven track record of hitting NRR targets by reducing churn and growing accounts.
  • Skilled in driving business outcomes, analyzing product usage data, and resolving customer challenges by engaging appropriate resources and influencing effectively.
  • Proficient in managing conflicting priorities under pressure, experienced in financial systems, delivering professional presentations, and handling conflicts effectively.
  • Strong ability to build rapport with customer stakeholders, including C-Suite, ensuring strategic alignment, and driving internal improvements while developing a team based on CSM best practices and individual career goals.
About Us

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. We help over 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, 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.

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