Strategic Customer Success Leader

6 days ago

London, Greater London, United Kingdom The Access Group Full time

We're seeking an experienced and dynamic leader to join our team at The Access Group, a leading provider of business management software to small and mid-sized organisations. As the Head of Customer Success Management, you will play a critical role in ensuring customer satisfaction, retention, and growth.

About the Role:

The ideal candidate will have a proven track record in customer success, strong leadership capabilities, and in-depth knowledge of the business management software industry. You will be responsible for developing and executing a comprehensive customer success strategy that aligns with the company's goals and objectives.

Key Responsibilities:

  • Develop and execute a customer success strategy that drives customer satisfaction, retention, and growth.
  • Lead and mentor a high-performing customer success team to ensure seamless customer journeys.
  • Collaborate with cross-functional teams to ensure a cohesive customer experience.
  • Establish strong relationships with key customers to understand their business needs and challenges.
  • Oversee the onboarding process to ensure customers are fully trained and equipped to use our software effectively.
  • Implement and optimize customer engagement strategies to increase product adoption and usage.
  • 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.
  • 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.
  • 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.

Requirements:

  • Proven experience in a leadership role, managing and developing a customer success team.
  • Strong understanding of the business management 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.

About The Access Group:

The Access Group is a leading provider 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.

Why Join Us:

We are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, and have a passion for customer success, we want to hear from you. We believe in equality for all and the transformative power of diversity. Let's make a difference together.

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