CSM 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’re a passionate people leader with a strong commercial mindset and a track record of driving both customer outcomes and team performance. You care deeply about customer satisfaction, team development, and creating a culture of excellence. You enjoy solving problems, working cross-functionally, and helping customers get real value from software solutions. You have experience in dealing with large numbers of customers, are analytical (comfortable with data), and a great problem solver.

Day-to-day, you will:

• Be a valued leader of the APAC People & Payroll and APAC ERP Customer Success team; directly managing a team of 8–10 Customer Success Managers across ANZ and Malaysia, spanning different engagement tiers (Elevate, Premier and Standard).
• Provide proactive and reactive services to our customer base.
• Closely monitor Support cases, Community, and NPS data – our Early Warning Systems to raise concerns and proactively liaise with customers where necessary leading to improved rNPS.
• Focus on delivering service excellence through ‘human’ engagement, therefore, confidence and experience in speaking to a large number of Customers, some of whom will be in a challenging situation, is essential in this role.
• Drive and improve customer value leading to improved GRR
• Improve customer advocacy
• Drive Customer Success Management efficiency and effectiveness thru AI/Automation
• Own issue resolution end-to-end – you will be empowered to engage directly across internal teams including Product, Finance, Customer Support, and senior CS leadership to drive resolution, ensuring customers never feel stuck and always have a clear path forward.
• Work with many internal stakeholders to resolve customer issues/escalations and accelerate customer value. Be a great partner to the various teams that you interact with (Professional Services, Technical Support, Operations, and others).
• Partner with our Renewal team to support the renewal process – your primary focus is on customer health, adoption, and value realisation, with accountability for providing timely risk signals and churn indicators that directly inform GRR outcomes.
• Partner with our Learning Services and Marketing team to drive successful events and webinars, working with internal and external stakeholders to deliver additional value and enhance the customer relationship.

Your skills and experiences might also include:

• 3 to 5 years’ experience as a CSM Manager or related client facing leadership roles.
• Domain familiarity with payroll, HR, workforce management software or ERP would be a meaningful advantage
• Strong interpersonal skills, customer empathy and determination to resolve issues.
• Ability to influence others (internal and external stakeholders) through persuasion, negotiation, and consensus building.
• Analytical, data and process-oriented mind-set
• Demonstrate a desire for continuous learning and improvement.
• Enthusiastic and creative in problem solving.
• A natural self-starter who thrives in an evolving environment — you bring structure where it's needed, adapt quickly when priorities shift, and see ambiguity as an opportunity to shape how things are done rather than a reason to wait for direction.
• Ability to work in a small team with exceptional communication skills and willingness to work with others/provide cover/support during peak demand times/holidays/sickness.
• The ability to plan, prioritise and work on several projects at once.
• The ability to quickly learn new applications and technologies.
• The ability to work autonomously and as part of a team with effective communication skills, actual and virtual.
• A willingness to use and continually develop your skill set to the benefit of yourself and your team.

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.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So 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.