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:

In this role, you'll be the trusted relationship manager and advocate for your customers throughout their Paytronix journey. By developing a deep understanding of each customer's business, industry, goals and how they use the platform, you'll help them maximize the value of their investment while building long-term partnerships based on trust.

Success in this role comes from being proactive, consultative and genuinely curious. You'll share best practices, provide thoughtful guidance and identify opportunities to increase adoption of underutilized features and services. When challenges arise, you'll partner closely with customers and internal teams to navigate them, serving as a trusted advisor who keeps customer goals at the center of every conversation.

Just as importantly, you'll be the voice of the customer within Paytronix. By maintaining a holistic understanding of your customers' evolving priorities, you'll collaborate with cross-functional teams and subject matter experts to advocate for their needs, strengthen relationships and help drive long-term customer success.

Day-to-Day, You Will:

• Build strong, trusted relationships with customers while serving as their primary point of contact throughout their Paytronix lifecycle.

• Partner with customers to define and measure success outcomes through strategic business reviews (QBRs), providing advice, thought leadership, feature recommendations and best practices that maximize the value of their investment, including Professional Services offerings such as Flexpoints.

• Conduct onboarding and kickoff sessions that establish strong customer relationships, define engagement expectations and ensure customers understand the goals and benefits of their Customer Success Plan.

• Research account history, onboarding progress, customer data and project details in Salesforce to prepare for customer engagements and coordinate kickoff meetings with the appropriate stakeholders.

• Organize and lead ongoing customer engagements to review outcomes, refresh customer objectives, answer questions, and monitor product adoption and engagement while maintaining alignment with evolving customer priorities.

• Proactively identify customer risks, coordinate internal action plans, facilitate engagement with subject matter experts as needed, and partner with cross-functional teams to strengthen customer relationships and support long-term retention.

• Collaborate closely with Account Managers, Technical Success Managers, Technical Support Engineers, Product and other internal teams to deliver an exceptional customer experience while ensuring the voice of the customer is represented internally.

Your Skills & Experience Might Include:

Required

• 5+ years of Customer Success, Account Management or other post-sales customer relationship management experience supporting SaaS products.

• Proven ability to build credibility and influence with executive stakeholders, including C-level customer contacts.

• Strong communication, presentation and interpersonal skills, including experience leading strategic customer business reviews.

• Strong listening skills with the ability to ask thoughtful questions, understand customer priorities and anticipate customer needs.

• Ability to quickly build rapport, foster trusted relationships and identify opportunities to simplify processes and improve the customer experience.

• Empathy, curiosity and a genuine desire to help customers succeed.

• Comfort with ambiguity and a creative, solutions-oriented approach to problem solving.

• Experience advocating for customers' needs across an organization and driving solutions through cross-functional collaboration.

Preferred

• Background supporting the restaurant industry, point-of-sale systems (such as Micros or Toast), convenience stores or related technologies.

• Familiarity with Customer Success methodologies, customer adoption strategies and long-term retention initiatives.

• Experience delivering customer training, enablement or educational sessions.

• Experience working with enterprise or strategic customer accounts.

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 $80,000–$90,000 annually, with additional on-target earnings (OTE) based on performance. Final compensation will be determined based on factors including location, experience and qualifications. Any compensation outside this range will follow applicable laws and company policy.

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.