Customer Success Manager

The Access Group; United States; Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

PTO 22 days

Holidays 11

Health insurance

Dental insurance

Vision insurance

401(k) match

Job summary

The Access Group is seeking a Designated Customer Success Manager for Access COINS, its construction ERP platform, to manage a defined customer portfolio across North America. You’ll drive adoption, deliver measurable value, and grow strategic relationships with stakeholders from project managers to C-suite, collaborating across Sales, Renewals and Professional Services.

This AI-enabled role emphasizes business reviews, risk detection, and cross-functional problem solving.

Qualifications

• Minimum of 2 years managing customer portfolios in a technology or SaaS environment with measurable outcomes.
• Strong understanding of Customer Success methodologies and best practices.
• Familiarity with SaaS business models, health metrics, and retention drivers.
• Excellent written and verbal communication, able to engage with stakeholders at all levels.
• Strong organizational capability to manage multiple accounts and priorities.
• Analytical mindset to interpret customer data and health trends.
• Relationship-building skills that foster trust and engagement.
• Experience advocating for customers across an organization and driving cross-functional solutions.

Responsibilities

• Manage a named portfolio of COINS customers as the primary contact and trusted advisor.
• Deliver regular business reviews linking COINS capabilities to customer outcomes and expansion opportunities.
• Build multi-level stakeholder relationships from project managers to C-suite.
• Develop and execute customer success plans with adoption milestones and outcomes.
• Guide customers through feature optimization and upsell opportunities.
• Identify risks from health data and AI insights; plan mitigations with cross-functional teams.
• Own escalations end-to-end and coordinate cross-functional resolution.
• Partner with Renewals to align on risk signals and account strategies for retention.
• Translate customer feedback into insights for product and service improvements.
• Handle a high volume of interactions using AI tools to prioritize risk and opportunity.

Skills

CS methodologies

SaaS knowledge

Communication

Organization

Data analysis

Relationship building

Cross-functional

Executive engagement

Strategic advisory

Tools

Salesforce

Gainsight

Job description

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 blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. 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, you’ll receive 22 days paid time off, plus 11 company paid holidays. Also, medical, dental & vision insurance, 5% 401(k) company match, plus a range of other benefits that you can choose from.

About You

This is a role for someone who genuinely cares about customer outcomes and understands that great software is only as valuable as the results it delivers. As a Designated Customer Success Manager for Access COINS, our construction ERP platform, you'll be the primary point of contact for a defined portfolio of customers in the construction and specialty contracting space, helping them realize the full value of their investment and grow with us long-term. You'll manage a named portfolio and contribute to retention and growth through value delivery and strong relationships, working within established Customer Success frameworks.

You're proactive, commercially aware, and comfortable navigating complex organizations. You know how to build trust with operational teams and senior stakeholders alike, and you bring a consultative mindset to every conversation. You're as comfortable running a strategic business review as you are digging into adoption data to spot an opportunity or a risk before it becomes a problem. This is an AI-enhanced role, so you'll be supported by AI tools and insights, and you'll use them to work smarter across your portfolio.

You'll be a trusted advisor to your customers and a credible internal advocate, and the person who connects the dots between what customers need and what Access can deliver, working alongside Sales, Renewals, and Professional Services to do it.

Day-to-Day, You Will:

• Manage a named portfolio of COINS customers, acting as their primary point of contact and trusted advisor across all stages of their lifecycle.

• Deliver regular business reviews that connect COINS capabilities to each customer's construction business outcomes, demonstrating ongoing and measurable value, and identifying expansion opportunities.

• Build multi-level stakeholder relationships, from project managers and finance teams to C-Suite, establishing Access as a strategic partner, not just a software vendor.

• Develop and execute customer success plans tailored to each customer's business goals, tracking adoption milestones and outcome achievement, partnering with Professional Services on implementation, onboarding, and optimization projects.

• Guide customers through feature optimization and use case opportunities to accelerate adoption of COINS modules, deepening solution value and surfacing upsell opportunities.

• Proactively identify risks using customer health data and AI-powered predictive insights, developing mitigation plans in partnership with Renewals, Support, and Product teams.

• Own customer escalations end-to-end, triage critical issues, coordinate cross-functional resolution, maintain customer communication, and capture learnings to prevent recurrence.

• Partner closely with the Renewals team, sharing early risk signals, health information, and coordinated account strategies to support retention and expansion.

• Translate customer feedback into actionable insights that inform product and service improvements, representing the voice of the customer internally.

• Manage a high volume of customer interactions, using AI-enhanced tools and customer health data to prioritize your time based on risk and opportunity.

Your Skills and Experience Might Include:

Required

• Minimum of 2 years of experience managing customer portfolios in a technology or SaaS environment, with a proven track record of driving product adoption and measurable business outcomes.

• Strong understanding of Customer Success methodologies, frameworks, and best practices.

• Familiarity with SaaS business models, customer health metrics, and retention drivers.

• Excellent written and verbal communication skills, able to engage confidently with both technical and non-technical stakeholders, including senior and executive levels.

• Strong organizational capability to manage multiple accounts and competing priorities effectively.

• Analytical mindset, effectively interpreting customer data, usage patterns, and health metrics to inform strategy and prioritization.

• Relationship-building skills that create genuine trust and long-term engagement depth.

• Experience advocating for customers across an organization and driving solutions through cross-functional collaboration.

Preferred

• Experience with construction ERP, project management software, or a similarly complex operational platform.

• Understanding of the construction industry, specialty contracting, or the operational challenges facing enterprise contractors.

• Familiarity with change management principles relevant to product adoption and usage growth.

• Experience using Customer Success Platforms (CSPs) and CRM tools (e.g. Salesforce, Gainsight).

• Comfort working with AI-enabled tools and data platforms to inform customer strategy.

• Exposure to working with enterprise or strategic customer accounts.

Work Authorization: Candidates must be authorized to work in the U.S. without employer sponsorship for this opportunity.

Compensation: The anticipated base salary for this role is $70,000 - $80,000 annually, with additional On Target Earnings (OTE) based on performance. Final compensation will be determined based on factors including location, experience, and qualifications. Any compensation outside this range will follow applicable laws and company policy.

Access COINS is the leading construction ERP trusted by specialty contractors and enterprise construction businesses across North America. As part of The Access Group, we combine deep industry expertise with a commitment to continuous innovation and our Customer Success team is at the heart of how we deliver on that promise.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So 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.