Customer Success Manager

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
You are passionate about the payroll industry, Customer Success and get a kick out of resolving a customer issue. You don't accept the basics in life, and you are restless in your efforts to excel both at work and outside of work. You have experience of dealing with large numbers of customers, are analytical (comfortable with data) and a great problem solver. You excel in building relationships both with customers and internal stakeholders. You will feel at home at Access and relish the opportunity to join a growing team.
Day-to-day, you will:

• Serve as the primary point of contact for MicroPay and Definitiv customers.
• Be a valued member of the Customer Success team, providing both reactive and proactive services to our customer base.
• Identify opportunities for upsell and cross-sell.
• Work with numerous internal stakeholders including Onboarding, Technical Support and Business Development.
• Deliver Annual Program reviews
• Monitor inflow of CSM requests, community feedback, and NPS data, using these early warning systems to proactively liaise with customers and ensure service excellence through confident and empathetic engagement.

Preferred

• Knowledge of the Australian payroll industry (huge advantage).
• Working Australian hours (Malaysia's 7am to 4pm).
• Have been working in the fast-pace SAAS industry.
• Experience with AI tools; eg. Co-Pilot and Clari.
• Salesforce experience a plus.

Qualifications

• 4 - 8 years of experience in Customer Success or related client-facing roles, with strong interpersonal skills, customer empathy, and a knack for resolving issues.
• Ability to influence stakeholders through persuasion, negotiation, and consensus-building, with an analytical, data-driven, and process-oriented mindset.
• Demonstrates a commitment to continuous learning and improvement, enthusiastic and creative in problem-solving, and flexible and adaptable to evolving roles and responsibilities.
• Excellent communication skills, capable of working autonomously and collaboratively, with the ability to prioritize multiple projects, quickly learn new technologies, and support team members during peak times.
• Resilient in understanding customer's challenges and identifying root causes for meticulous follow ups.
• Comfort with data analysis, business reviews, and strategic planning.
• Passion for delivering an exceptional customer experience.

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.