Customer Success Leader

Customer Success Leader
Join the Access Family and see how we make software ideas become a reality!
Our core value of Love work, Love life' has been central to our success and so we're looking for people to join us who share our passion for making things better every day.
Are you ready for the challenge?
What are we all about?
At Access we love software and how technology never stays the same. We're one of the leading providers of business management software to UK, Ireland and Asia Pacific small and mid-market organisations. It helps more than 55,000 customers across commercial, public sector and not-for-profit sectors become more productive and efficient. Its innovative Access Workspace cloud solutions transform the way business software is used, giving every employee the freedom to do more. Founded in 1991, The Access Group employs more than 4,700 staff.
We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business.
Our Customer Success Vision
We enable Customer Success through our World-Class Customer Success operating model/platform. Optimizing customer business value through large-scale Customer Success programs, an army of experts, anywhere FlightPath digital delivery, total quality, data science, eLearning paths and certifications. We continuously unify, optimise and simplify the customer experience from sales through to renewals. We will increase Customer and Product NPS to +40. We are a hot bed for talent, Peak Performers and have a Beginners Mindset.
About You:
Reporting to the Head of Customer Success, you will lead a team of Customer Success Managers serving our clients across
Day-to-day, you will:
• Build and lead a Customer Success Management team of experienced and highly capable individuals that manage customer relationships and understand their desired outcomes, technical landscapes and business goals;
• Deliver measurable outcomes; in particular, driving adoption of Access products and services on scalable and replicable fashion;
• Define and optimize the customer lifecycle. Standardize and scale intervention for each point in the journey, define segmentation of the customer base and apply various other strategies;
• Develop regional priorities and objectives. Provide input to global Customer Success executives on our worldwide Customer Success at scale strategy;
• Partner with other customer-facing organizations to develop strategies and execute plans that maximize business growth, consumption, customer retention, and account expansion;
• Motivate your team to reach its full capabilities. Recognize and develop high-potential team members while upgrading talent where and when necessary;
• Propagate Customer Success-focused thinking into all areas of the business and serve as a centre of excellence and champion of the customer;
• Be a key partner to the regional sales leadership by taking ownership of business growth consumption activities post-commit.
Skills and Experience:
• 10+ years of customer-facing experience working for a b2b or b2c software company and driving customer transformation programs;
• Experience expanding SME & mid-size customer product adoption, identifying customer patterns and best practices, and developing replicable strategies for growth (Leveraging Digital is a plus);
• Experience in hiring, developing and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management and success management to drive high levels of employee engagement;
• Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization;
• Strong reasoning & analytical skills; able to structure thinking into a logical flow and sequence that is easy for others to understand, and able to create and work with conceptual frameworks;
• Crisp, compelling and practical style of organizing thoughts into writing and speech; able to communicate with all levels in an organization;
What does Access offer you?
We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
In addition to our standard benefits of 25 days holiday, a match contributory pension you will get;
• A Competitive Salary
• Giving Back/Charity days
• Quarterly Socials
• 6 weeks Sabbaticals (after 6 years of service)
• The Access Group Big Break: our all-expenses paid holiday to Spain
Become part of our amazing Access family!
At Access we're all about helping everyone Love Work and Love Life because we believe people can only be at their best when they can be themselves, love what they do and do what they love.
We love the fact that we're all different. Having more diverse perspectives at work improves how we run our business, helps us support our customers, and when you think about it, it's just more fun. So, no matter what makes you individual, as long as you're qualified, we can't wait for your application.
For internal posts: This role is an urgent business requirement and we will start interviewing at the latest during the 2nd week of posting with the aim to appoint within 20 working days.