Customer Success Team Manager

ACCESS UK LTD; London; Hybrid; GBP 50,000 - 90,000; Full time

Job description

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Job description

Customer Success Team Manager - ERP Core

**This role will be hybrid, based 3 days a week in our London Office**

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you? 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. On top of a competitive salary, our standard 25 days holiday (which goes up the longer you're with us), and a matched pension scheme, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have one charity day allocated to support a cause that matters to you.

About you: As the CSM Team Manager within our Customer Success ERP Core team, you will be responsible for leading a team of CSMs and TSMs to drive the success of a strategic portfolio of our most valued customers. You thrive on helping people and are genuinely customer-obsessed, with a passion for how technology and ERP software can make a real difference to our customers' lives and businesses. You bring a strong commercial mindset and a proven track record of delivering measurable outcomes, driving increased Net Revenue Retention (NRR), improving Gross Revenue Retention (GRR), and identifying opportunities for sustainable account growth across your team's portfolio.

You lead with a customer-first approach, fostering a culture of curiosity, collaboration, and continuous improvement. Your strength lies in building trusted, effective relationships at all levels, both internally and within your customer base. You're a natural problem-solver and outcome-oriented leader who inspires your team to focus on customer goals and verified outcomes. Beyond retention and growth, you're passionate about turning customers into advocates, amplifying their voices and successes to drive deeper engagement and loyalty across our ecosystem.

Day-to-day, you will:

1. Build and lead a high-performing team of trusted advisors by developing strong, lasting relationships with key stakeholders, including C-Suite executives.
2. Ensure full contractual adherence to Customer Success Plans across your team's portfolio.
3. Serve as the primary escalation point for critical customer issues, ensuring resolution is driven effectively across the business.
4. Influence and align cross-functional teams to deliver an exceptional customer experience by:
5. Collaborating on Net Promoter Score (NPS) initiatives with internal teams.
6. Support your team in achieving key performance targets, including:
1. Net Revenue Retention (NRR)
2. Gross Revenue Retention (GRR)
3. Customer advocacy
4. Product adoption and feature engagement
5. FlexPoints consumption
6. Achieving measurable outcomes
7. Contribute to strategic initiatives aimed at enhancing the customer experience while balancing operational efficiency and cost-effectiveness.

Your skills and experiences might also include:

1. Proven leadership experience in Customer Success or a customer-facing SaaS environment, ideally within the ERP space managing an ARR of 15m+
2. A strong commercial mindset with a clear track record of driving NRR, improving GRR, and delivering customer advocacy outcomes.
3. A proactive, solution-focused mindset, with the ability to identify risks early and turn challenges into opportunities.
4. Experience working cross-functionally to influence internal teams and drive improvements in service delivery, product adoption, and customer engagement.
5. Strong data literacy-you're comfortable using metrics and insights to inform decisions and measure success.

What are we all about? 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. It helps more than 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, (even if your previous experience doesn't align perfectly), 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. Love Work. Love Life. Be You.