Customer Success Leader - ERP

The Access Group; London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading software provider in the UK is seeking a Customer Success Leader for their ERP division. This role involves leading a team to enhance customer relationships, drive product adoption, and contribute to growth strategies. The ideal candidate will have over 10 years of experience in customer-facing roles, particularly in the B2B/B2C software sector, and will be responsible for mentoring team members and promoting customer success across the business.

Benefits

Flexible, hybrid working environment

25 days holiday (increasing with tenure)

Matched pension scheme

Support for charitable causes with a dedicated charity day

Qualifications

• 10+ years in customer-facing roles within B2B/B2C software or consultancy.
• Experience in expanding product adoption and developing growth strategies.
• Proven leadership in hiring and managing high-performing teams.

Responsibilities

• Building and leading a capable Customer Success team.
• Driving measurable outcomes such as product adoption and customer satisfaction.
• Standardizing and optimizing the customer lifecycle.

Skills

Analytical skills

Communication skills

Leadership

Job description

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Join the Access Family and see how we make software ideas become a reality!

Our core value of Love Work, Love Life, Be You has been central to our success, and we're looking for people who share our passion for making things better every day to help us grow.

We are the number one UK-headquartered software provider in the UK, forecasted to grow to over 12,000 employees globally by 2026.

This role can be based in London or other UK locations.

What does Access offer you?

We offer a flexible, hybrid working environment to balance work and life while maintaining a strong office culture. We invest in our people’s development and provide opportunities to accelerate your career.

Alongside a competitive salary, 25 days holiday (increasing with service), a matched pension scheme, and customizable benefits, you'll also have a charity day to support a cause you care about.

About you:

Reporting to the Division Customer Success Director for ERP, you will lead a Customer Success Team for our specialised products, serving clients worldwide.

Day-to-day, you will:

1. Build and lead a capable Customer Success team managing customer relationships, understanding their goals and technical landscapes.
2. Drive adoption of Access products, ensure customer satisfaction, and maximize customer value.
3. Define and optimize the customer lifecycle, standardize interventions, and develop segmentation strategies.
4. Create a regional roadmap aligned with global strategies.
5. Collaborate with other teams to develop strategies for growth, retention, and expansion.
6. Motivate and develop your team, recognizing high-potential members.
7. Promote customer success thinking across the business and serve as a customer advocate.
8. Partner with sales leadership to support business growth activities.

Your skills and experiences might also include:

1. 10+ years in customer-facing roles within B2B or B2C software, preferably in ERP or manufacturing sectors.
2. Experience in expanding product adoption among SMEs and mid-sized clients, developing growth strategies.
3. Proven leadership in hiring, developing, and managing customer-facing teams.
4. Strong analytical skills and ability to communicate effectively at all levels.

What are we all about?

The Access Group is a leading UK provider of business management software, helping over 100,000 customers become more productive. We connect people with data through Access Workspace.

We are committed to diversity and inclusion, creating a welcoming environment where everyone can thrive. If you're excited about this role, even if your experience isn't a perfect match, you might be the right fit!

Join us to love what you do, love how you live, and be your authentic self. Let's make a difference together.

Love Work. Love Life. Be You.