Customer Success Director

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, our wellbeing days taking you to 25 days leave a year and a health contribution, 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 three charity days allocated to support a cause that matters to you.

About you:

Member of the KL leadership team, reporting to the Chief Customer Success Officer, you will lead the of Customer Success organization (Professional Services, CSM, Support and Renewals) in KL serving our clients across the globe.

Day-to-day, you will:

• Develop and execute the business strategy (WW SwC and Functions) for Customer Success KL team in conjunction with KL and Customer Success leadership teams across the globe;
• Build and lead the Customer Success team of experienced and highly capable individuals that manage customer relationships and understand their strategy, desired outcomes, technical landscapes and business goals;
• Own and drive P&L/KPI performance, managing CX, revenue, margin, eNPS, renewal rate and ensuring we deliver on our targets;
• Drive cross-functional alignment and execution, ensuring seamless collaboration between teams;
• Deliver measurable outcomes; in particular, driving adoption of Access products and services on scalable and replicable fashion;

• Define and optimize the customer lifecycle. Standardize and scale intervention for each point in the journey, define segmentation of the customer base and apply various other strategies.

• Develop priorities and objectives. Provide input to global customer success executives on our worldwide customer success at scale strategy;

• Partner with other customer-facing organizations to develop strategies and execute plans that maximize business growth, consumption, customer retention, and account expansion;
• Motivate your team to reach its full capabilities. Recognize and develop high-potential team members while upgrading talent where and when necessary;
• Propagate customer success-focused thinking into all areas of the business and serve as a centre of excellence and champion of the customer;
• Be a key member of the leadership team by taking ownership of business growth consumption activities post-sales.
• Champion our Customer Success products' vision within the organization, advocating for resources and strategic priorities that accelerate growth

Your skills and experiences might also include:

• Preferably a candidate with Hospitality industry focus
  .
• 15+ years of customer-facing experience working for a b2b or b2c software company and driving customer transformation programs;
• Experience expanding SME & mid-size customer product adoption, identifying customer patterns and best practices, and developing replicable strategies for growth (Leveraging Digital is a plus);
• Experience in hiring, developing and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management and success management to drive high levels of employee engagement;
• Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization;
• Strong reasoning & analytical skills; able to structure thinking into a logical flow and sequence that is easy for others to understand, and able to create and work with conceptual frameworks;
• Crisp, compelling and practical style of organizing thoughts into writing and speech; able to communicate with all levels in an organization;
• Effective in operating in a matrix environment

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. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

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.