Customer Success Leader (Director) - Non-Profit & Education

Loughborough, England, United Kingdom

About Us

Join the Access Family and see how we make software ideas become a reality!

Our core value of Love Work, Love Life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

Customer Success Leader - Not for Profit & Education

Access is seeking an exceptional Customer Success visionary with a strong demonstrable track record in post-sales leadership. You will have led the inception and global delivery of new high-volume Customer Success products and services, that not only exceed revenue and margin goals but also elevate customer experiences. Accelerating and digitizing their on-boarding, improving their software adoption, and supporting their on-going growth needs, leading to seamless renewals.

You will have been in a high growth businesses that not only exceed revenue and margin goals but also elevate customer experience. Accelerating and digitizing their on-boarding, improving their software adoption, and supporting their on-going growth needs, leading to seamless renewals.

This global leadership role will lead a high-performing team of 70+ Professional Services Consultants, CSMs, and Support engineers. Outside of acquisitions, the Customer Success Services Portfolio is the fastest growing segment within Access and this role will play a central part in continuing this momentum. This role is fully accountable for creating repeatable outcome-focused services that address customer and market needs within a growing £50M+ division.

We are looking for a passionate and knowledgeable individual with a deep understanding of the education and/or non-profit sectors, coupled with experience in software services delivery, Customer Success and Professional Services.

The ideal candidate will have;

• Map out the end-to-end customer journey, identifying key touchpoints and areas for improvement. Implement strategies and tactics to enhance customer satisfaction, engagement, and loyalty at each journey stage, while aligning efforts with the desired customer outcomes.

• Be accountable for an £50M+ ARR book of business, driving high customer NPS by providing services that meet customer needs at all stages of their journey with Access.

• Develop listening points in the customer journey (e.g., usage, satisfaction, etc.) and standardise interventions for each point in the journey.

• Drive utilisation across Professional Services Consultants and CSMs and a commercial mindset that drives outcome led conversations with customers around how Access cross and up sell into the install base.

• Drive scalable digital transformation that enables customers to self-serve, achieve their outcomes and solve their problems in an optimal way with a world-class customer experience.

• Utilize customer feedback, data analytics, and market research to gain deep insights into customer needs, preferences, and pain points. Translate insights into actionable strategies and initiatives to improve the customer experience and drive desired customer outcomes.

• Ensure alignment across Customer Success individual contributor (IC) team members and leadership at all levels have meaningful targets, measures and bonuses/variable pay that drives the right behaviours and results.

• Develop escalation processes and monitor customer service performance to ensure prompt issue resolution and support achieving customer outcomes.

• Ensure internal systems and processes are adopted correctly, maintained and evolved to drive the changing demands of the business.

• Manage and oversee relevant metrics, processes, and goals to optimize performance and accountability.

• Customer centric, experienced business leader with a high degree of commercial and business acumen in a B2B SaaS environment.

• Proven leadership skills with the ability to influence at all levels including experience of working at Board or Investor level.

• Results driven - accountable, able to balance strategic thinking with attention to detail and operational end-to-end delivery, problem solving, prepared to go over & above when required.

• Excellent communication skills. You are a confident, clear, and warm communicator with a flexible and constructive approach to customers, cross-functional teams, and executive leadership.

• Excellent problem-solving and decision-making skills, with the ability to identify and resolve issues in a timely and effective manner.

• Strong leadership and mentoring skills, with the ability to motivate and inspire team members.

• Strong analytical and quantitative skills, with experience in data analysis and reporting.

What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

On top of a competitive salary, our standard 25 days holiday (which goes up the longer you're with us), and a matched pension scheme you'll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you'll also have a charity day you can take to support something that matters to you.

At Access we're all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn't match perfectly, we'd still love to hear from you. You might just be whom we are looking for.

We love the fact that we're all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it's just more fun!

What's holding you back? Come and be part of our Amazing Access Family!

Love Work. Love Life. Be You.