CSM Team Leader

Benefits

Additional Information

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: As a CSM Team Lead, you will play a pivotal role in leading and motivating a team of CSMs and Onboarders, to ensure customer satisfaction, retention, and growth. You will be responsible for helping to develop strategies and processes for the Adoption Team to drive engagement, support client success, and achieve/realise their business outcomes. This position involves direct customer interaction as well as team leadership, fostering a customer-first culture while optimising internal processes. Day-to-day, you will: Lead and Manage a Team: Coach and lead a team of CSMs & Onboarders, providing guidance, training, and support to ensure top performance and professional development. Customer Relationship Management: Serve as a senior point of contact for high-value customers, managing escalations, and ensuring issues are resolved promptly. Retention & Growth Strategies: Develop and implement strategies to increase customer retention, renewals, and expansion, ensuring customers achieve their desired outcomes and maximize product value. Onboarding & Adoption: Oversee the customer onboarding process, ensuring timely adoption of products and services. Collaborate with teams to refine onboarding workflows. Think Digital: Utilise digital tools to enable our teams to scale and enhance our customer's experience. Data-Driven Insights: Analyse customer data and metrics to identify trends, areas of improvement, and opportunities for upselling. Regularly report on customer health and team performance. Cross-Functional Collaboration: Partner with Sales, Product, Marketing, and Support teams to ensure seamless communication, process improvement, and the delivery of exceptional customer experiences. Process Optimisation: Continuously refine and enhance customer success processes, driving efficiencies, and scaling best practices across the team. Product Feedback: Act as the voice of the customer, advocating for their needs within the organisation and helping to shape product roadmaps and company initiatives. Team Performance Management : Set clear ESP goals metrics for the team and review team's performance against KPIs. Conduct regular one-on-one meetings and team meetings. Customer Advocacy: Develop and implement strategies to ensure high levels of customer satisfaction by regularly gathering feedback, addressing concerns, and continuously improving the customer experience. Work closely with the team to meet or exceed customer expectations, fostering long-term relationships and loyalty resulting in Promotor NPS & 5* Trustpilots. Your skills and experiences might also include: 5 years' and above experience as a Customer Success Manager or related client facing roles. Strong interpersonal skill, communication competency, 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. Flexible and adaptable - this is a relatively new role and will develop over time. 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. Equip with Financial domain expertise or experience (i.e. a degree in accounting) is a strong plus. 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 Eur