Senior Customer Success Manager

ACCESS UK LTD; Loughborough; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A UK technology company is seeking a Senior Customer Success Manager with Local Government experience. In this role, you will manage relationships with key clients, drive customer satisfaction, and identify opportunities for revenue growth. The company offers a flexible hybrid work environment, with competitive benefits, including a pension scheme and generous holiday allowance. This position is perfect for someone who is solution-focused and enjoys engaging with stakeholders at all levels.

Benefits

25 days holiday

Matched pension scheme

Charity day annually

Qualifications

• Experience managing conflicting priorities under pressure.
• Ability to articulate product features that support customer success.

Responsibilities

• Reporting, identifying risks, and driving improvement.
• Establishing trusted relationships with stakeholders.
• Resolving customer challenges quickly.
• Conducting periodic reviews for success factors.
• Generating upsell and expansion revenue.

Skills

Local Government experience

Strong commercial acumen

Negotiation skills

Data analysis skills

Job description

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Job description

Senior Customer Success Manager - Local Government Experience Essential

Closing date for applications is 15/08/2025

Location: 3 days a week in one of our Access Offices

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 to balance work and life while maintaining a strong office team-based culture. We are committed to employee development and will work with you to progress your success plan and provide opportunities for career growth. In addition to a competitive salary, we offer 25 days holiday (which increases with tenure), a matched pension scheme, and a range of benefits. We also allocate a charity day annually to support a cause you care about.

About you

As a Customer Success Manager, you will be responsible for the success of a portfolio of our most valued customers. You enjoy helping people and are passionate about how software can improve lives and businesses. You are confident in building and maintaining effective relationships at all levels internally and externally. You are solution-focused, capable of conducting reviews, providing progress reports, and demonstrating the value of Access solutions. You are commercially savvy and strategic, serving as our Customers' Ambassador and Trusted Advisor.

Day to Day responsibilities include:

• Reporting, identifying risks & opportunities, taking action, driving improvement, and communication
• Establishing trusted relationships with key customers and stakeholders, including C-Suite executives
• Resolving customer challenges quickly by engaging appropriate resources and influencing outcomes
• Conducting periodic reviews to discuss trends, sentiment, success factors, and opportunities for expansion
• Generating upsell and expansion revenue through customer insights and industry knowledge

Skills and experiences required:

• Local Government experience is essential
• Ability to manage conflicting priorities under pressure
• Strong commercial acumen and negotiation skills
• Ability to articulate how product features support customer success
• Data analysis skills related to product usage by customer or segment

About The Access Group

We are one of the largest UK-headquartered providers of business management software, serving over 100,000 customers across various sectors. Our solutions connect people with data at the right time through Access Workspace. We are committed to creating an inclusive 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. We believe in diversity and equality. Join us to love what you do, love how you live, and be authentically you. Let's make a difference together.