Customer Success Leader
About the job
- Proven ownership of Gross Revenue Retention targets, with demonstrable experience reducing churn through proactive risk management and value realisation programmes.
- Strong commercial acumen and the ability to translate customer health into revenue outcomes.
- Deep understanding of SaaS implementation and customer onboarding, with a track record of accelerating time to value through scalable delivery models and repeatable playbooks.
- Senior customer stakeholder management focused on driving measurable Net Promoter Score improvement.
- Proven ability to build and retain high-performing teams, evidenced by strong employee Net Promoter Score and engagement outcomes.
- Emotional intelligence and resilience, with the ability to inspire and influence across a global, matrixed organisation.
- Profit and loss management experience, including optimising cost to serve through operational efficiency, automation, and digital or AI-assisted touchless operations.
- Aptitude for continuous improvement, process optimisation, and scaling delivery without proportional headcount growth.
- Strategy definition and execution in a fast-paced, private-equity-backed environment.
- Experience working in a truly global environment, balancing local market dynamics and cultural diversity with a standard way of operating.
- Proven ability to collaborate with and optimise global operating centres to drive consistency, scalability, and cost efficiency.
- Excellent communication skills with proven C-suite and executive stakeholder engagement.
- Partner closely with the SBD General Manager and leadership team as a trusted advisor on customer strategy, market insights, and business performance.
- Shape SBD strategy and business planning as a senior leadership team member, ensuring customer-centricity drives decision-making.
- Partner across Product and Engineering, Marketing, Sales, and go-to-market teams to deliver integrated customer strategies that accelerate growth, adoption, and expansion.
- Build and lead a high-performing Customer Success organisation across Professional Services, Onboarding, and Customer Success Management, aligned to customer outcomes, technical environments, and business goals.
- Drive Customer Success innovation by leveraging digital tools and artificial intelligence to transform operations and amplify customer value.
- Cultivate a high-performance culture, strengthening Customer Success expertise, leadership capability, and the talent mix needed to deliver outcomes.
- Deliver measurable business outcomes across retention, expansion, customer lifetime value, and operational efficiency, with accountability for gross and net revenue retention, customer satisfaction, time to value, Net Promoter Score, and employee Net Promoter Score.
- Scale and lead Customer Support and Customer Success teams across global operating centres in Romania and Malaysia.
- Partner with Sales leadership to drive growth and ensure a seamless customer journey from acquisition through expansion.
- Define and optimise the customer lifecycle, leveraging technology, artificial intelligence, and customer segmentation to standardise, scale, and enhance customer interventions.
- Drive digital and artificial-intelligence-powered self-service strategies that reduce customer effort, enhance experiences, and improve operational efficiency.
- Partner with Product, Engineering, Support, and Central Customer Success teams to continuously optimise self-service journeys and automated customer success touchpoints.
- Leverage operational insights to identify trends and transform reactive support models into proactive, artificial-intelligence-enabled customer success experiences.
- Champion the voice of the customer, ensuring feedback drives continuous improvement across all customer-facing functions.
- Embed customer success thinking across the business, acting as a centre of excellence and advocate for the customer.
About the company
The Access Group provides cloud-based business management software for small and mid-sized organizations through its Access Workspace, an integrated SaaS platform. It covers finance and accounting, HR, payroll, recruitment, and industry-specific needs, offering core modules and vertical solutions in one view. Growth comes from acquiring other software firms to expand its product portfolio and geographic reach, supported by investors Hg and TA Associates. Its goal is to help over 100,000 customers streamline operations, boost productivity, and scale with an all-in-one, cloud-based management suite.
Company Size
5,001-10,000
Company Stage
Debt Financing
Total Funding
$5.5B
Headquarters
Loughborough, United Kingdom
Founded
1991
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Simplify's Take
What believers are saying
- Access reported one million Access Evo users in April 2025.
- Management forecast over half of ARR from Access Evo products this financial year.
- Talent Funnel closes in August 2026, strengthening hospitality recruitment and workforce software.
What critics are saying
- Access must integrate Talent Funnel, Enthuse, and MaxOptra without product fragmentation.
- Over 50 AI-enhanced launches in 2025 strain engineering, support, and sales capacity.
- Sage, Workday, and niche vertical rivals can undercut Access if Evo stalls.
What makes The Access Group unique
- Access Evo unifies payroll, HR, analytics, and collaboration across 250+ apps.
- Chris Bayne and Jon Jorgensen now split product, technology, and commercial execution.
- Access has completed 215 acquisitions since 2004, building dense vertical software coverage.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
Paid Vacation
Hybrid Work Options
Growth & Insights and Company News
6 month growth
0%1 year growth
1%2 year growth
1%The Access Group has agreed to acquire Talent Funnel, an applicant tracking system built for UK hospitality. The deal is subject to completion and expected to close in August 2026. Founded in 2016, Talent Funnel serves over 100 customers including The Ivy Collection, GAIL's Bakery, and Compass Group. The platform operates across 2,193 hospitality sites, processing approximately 3 million applications and supporting recruitment of 75,000 employees annually. Since 2022, its customer base has grown 435%. Talent Funnel will join Access Evo, The Access Group's AI-enabled platform. It will integrate with Access Hospitality's existing portfolio, which includes Rotaready Evo for workforce management, CPL Learning Evo, and Paycircle Evo for payroll. Talent Funnel co-CEOs Chris Eccles and Andre Boeke will remain with the business following completion.
Access Construction has launched Access Coins Evo Specialty Contractor Suite, a construction ERP system designed for US specialty contractors in MEP, HVAC and civil sectors. The platform connects financials, project management, payroll, field operations and procurement in real time, eliminating manual data transfers. The system updates job costs, payroll and cash forecasts instantly when field technicians log time. It includes automated compliance for union and prevailing wage requirements, integrated service dispatch, AI co-pilots for key roles, and connections to over 12,000 US banks. Deployment takes 7 to 18 months, compared to 18 to 24 months for typical enterprise ERP implementations. Access Construction offers three tiers targeting contractors from $25 million to over $1 billion in annual revenue. The company serves 130,000 users globally with over 40 years of construction ERP experience.
Access Group, a UK business software provider serving over 160,000 organisations globally, has acquired Enthuse, a fundraising and events registration technology platform for charities. Founded in 2012 and based in London, Enthuse provides peer-to-peer fundraising pages, event registration and mass participation platforms for charities across the UK and Ireland. The platform allows charities to retain ownership of donation data and maintain their own brand identity whilst fundraising. The acquisition adds peer-to-peer fundraising and events expertise to Access's charity software proposition. Enthuse will integrate with Access Evo, the company's platform for donor management and volunteer engagement tools. Chester Mojay-Sinclare, Enthuse's founder and CEO, said joining Access would accelerate product innovation whilst maintaining the company's charity-first approach. Access confirmed it will maintain open integration with other charity marketplace suppliers.
The acquisition for an undisclosed adds to The Access Group's purchase of recruitment onboarding software company Onboarded and its conversion platform smartAI late last year, as well as the acquisition of ChangeGPS in early 2024 and Reckon's (ASX: RKN) Accountants Practice Management Group in 2022 for $100 million.
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