Customer Success Manager

The Access Group

Customer Success Manager guiding Access’s business software customers toward adoption, ROI, retention, and expansion. Conducting multi-product reviews and partnering with executive stakeholders.

Posted 8/10/2026full-time🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates a strategic, customer-centric approach to managing a portfolio of valued customers, ensuring adherence to contractual obligations while driving product adoption and revenue growth. Capable of building strong relationships with C-suite executives and leading multi-stakeholder meetings to enhance customer satisfaction and retention.

Highest-signal resume keywords

Customer Success ManagementStakeholder Relationship BuildingContractual ComplianceCommercial AcumenStrategic Planning

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product AdoptionRevenue GrowthService Improvement PlansCustomer Retention StrategiesNegotiation Skills

Soft Skills

Analytical Problem SolvingEffective CommunicationProactive LeadershipRelationship ManagementConflict Resolution

Industry Keywords

Hospitality Industry ExperienceC-suite EngagementQuarterly Business ReviewsCustomer AdvocacyBusiness Outcomes

About the role

Key responsibilities & impact

Own and be accountable for the success of a portfolio of valued customers
Ensure adherence to contractual obligations while identifying risks and opportunities
Lead continuous improvement initiatives
Build relationships with key stakeholders, including C-suite executives
Drive customer adoption of Access solutions and realisation of ROI and business outcomes
Boost retention, renewals, and advocacy while preventing churn
Influence internal teams to deliver exceptional customer experiences
Handle issues across product, support, and billing teams
Create service improvement plans to drive customer satisfaction
Generate upsell opportunities and revenue growth
Monitor product adoption and guide customers through best practices and product roadmaps
Coordinate and conduct in-person, multi-product Quarterly Business Reviews and periodic reviews
Provide regular progress reports and demonstrate the value of Access solutions
Attend company meetings in London and Loughborough

Requirements

What you’ll need

Ability to analyze and act quickly to resolve customer challenges
Ability to rally the right resources to achieve goals
Ability to handle multiple and sometimes conflicting priorities
Hospitality industry experience desirable
Commercial acumen and ability to explain how product, suite, and platform features affect customer outcomes
Ability to negotiate effectively for mutually beneficial outcomes
Ability to build rapport with C-suite executives
Ability to drive alignment and internal improvements
Strategic, proactive, and customer-centric approach
Ability to build and maintain effective relationships with users, C-suite stakeholders, and internal teams
Ability to lead multi-product, multi-stakeholder customer meetings in person
Ability to coordinate and conduct in-person multi-product QBRs and periodic reviews
Commercial and strategic understanding of customer success, product adoption, renewals, expansion, and business outcomes

Benefits

Comp & perks

Wellbeing days, taking leave to 25 days a year
Health contribution
Range of benefits to suit you
Three charity days allocated to support a cause
Blended approach to office working
Development and progression support through a success plan
Opportunities to accelerate your career