Customer Success Manager

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. About you: You are a highly collaborative professional with a passion for diving customer success and long-term value. You have experience managing c-level and senior key stakeholder relationships, acting as a trusted advisor to align our solutions with their business. You have experience aligning our products and services to customer success outcomes and can articulate, demonstrate and drive the value our solutions can offer. You are extremely organized and skilled at orchestrating cross-functional teams to deliver the best customer experience, including taking ownership of customer success plans, renewal risk plans and ensuring high-value engagement at every stage of the customer journey. Key accountabilities and responsibilities: - Manage a portfolio of our most strategic customers and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR) and customer advocacy - Build strong and trusted partnerships and be a key point of contact for our customers and their relationship with Access - Deliver on key elements of the premier plan service including scheduling and leading quarterly business reviews across your accounts - Build and maintain customer success plans for your portfolio + Build a deep understanding of our customers organisations, understand their key objectives and business goals + Identify areas of opportunity where adoption of access solutions and services can drive measurable business impact - Be able to articulate and demonstrate the return on investment your customers are achieving with our software (value realisation) - Monitor customer health metrics, including adoption trends to predict renewal risk and allow you to proactively engage - Own and execute renewal risk mitigation strategies and action plans, working cross functionality with sales, product, support etc. to prevent churn - Act as the voice of the customer internally, providing valuable feedback to influence product roadmap and service improvements - Foster customer advocacy by identifying champions, securing case studies and encouraging participation in advisory boards and industry events Skills, knowledge, experience & qualifications: - Proven experience managing strategic, high-value customer relationships, ideally in a SaaS or technology-driven environment - Ability to engage, influence, and build trusted relationships with C-level executives and senior stakeholders - Strong commercial acumen, with experience driving upsell, cross-sell, and revenue growth - Experience leading customer success plans and defining, driving, and measuring business outcomes - Excellent communication and presentation skills, with the ability to articulate complex solutions in a clear, compelling manner - Highly organized and proactive, able to manage multiple customer accounts, projects, and competing priorities effectively