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, 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.

**This role will require you to be in the London Office 2 days a week**
About Enthuse:
Now part of the Access Group, Enthuse has established itself as a trusted partner in the third sector through its charity-first approach and deep understanding of fundraising operations.

The Enthuse platform includes a range of solutions that provide peer-to-peer fundraising pages with charity branding, event registration and integrated fundraising, donations and mass participation platforms for the UK’s biggest challenge events. The technology is highly customisable, and charities retain ownership of their donation data, which allows them to build direct supporter relationships while benefiting from tools that assist with donation values and conversion rates.

About you:

You’re someone who enjoys building strong relationships and helping customers get the best possible value from the software they use. You take time to understand your customers’ goals, challenge them with new ideas, and support them in achieving meaningful outcomes.

You’re a confident communicator who can work with a range of stakeholders, from day-to-day users through to senior decision-makers. You’re comfortable using data and insight to influence conversations and drive action.

You’re naturally curious, enjoy learning new technology, and can explain complex concepts in a simple, easy-to-understand way. You also bring a collaborative approach and enjoy sharing ideas that help improve how the team works.

Day-to-day, you will:

• Build trusted relationships with a portfolio of enterprise charity customers, helping them achieve their fundraising goals and maximise the value they get from the platform.
• Create customer success plans, lead regular business reviews, and provide guidance based on industry best practice and customer objectives.
• Support the onboarding of new customers, helping them see value quickly and encouraging strong adoption of the platform's features.
• Identify risks and opportunities within your customer portfolio, working closely with internal teams to improve customer outcomes, reduce churn, and support growth.

Your skills and experiences might also include:

• Experience in enterprise customer success within a business-to-business (B2B) software as a service (SaaS) environment.
• Experience managing customers with multiple stakeholders and complex organisational structures.
• An understanding of the charity, fundraising, or non-profit sector.
• Experience gathering customer feedback and working with product teams to help shape future improvements.
• Experience handling technical conversations between the customer and development teams - an understanding of bespoke setups & APIs.

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.