Remote Customer Success Team Manager Job in Loughborough, UK The Access Group

Who you are

• Extensive experience leading a Customer Success team managing ARR of £15m+ with strong commercial acumen negotiation skills and a proven track record of hitting NRR targets by reducing churn and growing accounts.
• Skilled in driving business outcomes analyzing product usage data and resolving customer challenges by engaging appropriate resources and influencing effectively.
• Proficient in managing conflicting priorities under pressure experienced in financial systems delivering professional presentations and handling conflicts effectively.
• Strong ability to build rapport with customer stakeholders including C-Suite ensuring strategic alignment and driving internal improvements while developing a team based on CSM best practices and individual career goals.

What the job involves

• Lead the service delivery to our largest customers by building and nurturing relationships with key stakeholders, including C-Suite, and ensuring contractual adherence to Customer Success Plans across the team portfolio. This includes reporting, identifying risks and opportunities, taking appropriate action, driving continuous improvement, and maintaining effective communication and updates.
• Act as an escalation point for your team's customers, driving issue resolution across the business, and influencing internal Access departments to deliver exceptional customer experiences through service improvement plans, addressing generic issues, and collaborating on NPS initiatives.
• Support the team in achieving targets related to Net Recurring Revenue (NRR), self-generated services, customer advocacy, product adoption, and Flexpoints consumption.
• Collaborate with sales to create new business opportunities within the supported portfolio and new business, and work on initiatives to enhance customer experience while managing costs.