Senior 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, you’ll receive 22 days paid time off, plus 11 company paid holidays. Also, medical, dental & vision insurance, 5% 401(k) company match, plus a range of other benefits that you can choose from.

About You

This is a high-visibility role where your relationships become the engine of retention, growth, and advocacy for some of our most strategic accounts. You’ll operate as a trusted partner to customers navigating the demands of enterprise software adoption, working across complex organizations where your ability to influence without authority and communicate across levels is what drives outcomes.

You’re passionate about how software can help businesses operate better. You’re solution-focused and commercially savvy, with the confidence to build and maintain effective relationships at all levels internally and within your customer base. You’ll establish yourself as a trusted advisor to our customers and a credible ambassador for Access internally.

Day-to-Day, You Will:

• Own a portfolio of strategic accounts, driving adoption, managing renewals, and building relationships that turn satisfied customers into active advocates

• Identify and surface risks and opportunities early, take appropriate action, and maintain clear communication and progress reporting across your accounts

• Nurture solid relationships with key customer contacts and stakeholders, including C-Suite, establishing yourself as a trusted advisor who understands their business

• Drive successful adoption of Access solutions, leading to retention, renewal, expansion, satisfaction, and advocacy

• Generate upsell and expansion revenue through a combination of customer insight, industry knowledge, and product expertise

• Advise customers on best practice and product roadmap, proactively monitoring and driving adoption of features and functionality

• Coordinate across internal Access teams to resolve issues, handle Service Improvement Plans, and deliver a consistently excellent customer experience

• Lead periodic business reviews that surface trends, sentiment, and opportunities for product and service expansion, as well as webinars and product and support workshops

Your Skills and Experiences Might Include:

Required:

• Proven experience in a Customer Success, account management, or post-sales role within an enterprise SaaS environment

• Track record of quickly resolving customer challenges by mobilizing the right resources and influence to achieve goals

• Skilled at managing multiple competing priorities under pressure without losing responsiveness or quality

• Strong commercial acumen and negotiation skills

• Confident delivering presentations to internal and external audiences, both in person and via webinar

• Comfortable building rapport with multiple customer stakeholders, including C-Suite, ensuring strategic and operational alignment

• Adept at translating specific product features and capabilities into meaningful customer outcomes

Preferred:

• Familiarity with construction ERP, specialty contracting software, or a similarly complex operational platform

• Understanding of the construction industry, specialty contracting, and the operational challenges facing enterprise contractors

• Skill analyzing product usage data by customer or segment to inform strategy and identify opportunity

• Ability to articulate challenging messages and navigate conflict effectively

Work Authorization: Candidates must be authorized to work in the U.S. without employer sponsorship for this opportunity.

Compensation: The anticipated base salary for this role is $95,000–$105,000 annually, with additional On Target Earnings (OTE) based on performance. Final compensation will be determined based on factor