[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. The Access Group is a leading business management software provider, seeking a Senior Customer Success Manager to foster relationships with strategic accounts. This role focuses on driving software adoption, managing renewals, and ensuring customer satisfaction while acting as a trusted advisor.ResponsibilitiesOwn a portfolio of strategic accounts, driving adoption, managing renewals, and building relationships that turn satisfied customers into active advocatesIdentify and surface risks and opportunities early, take appropriate action, and maintain clear communication and progress reporting across your accountsNurture solid relationships with key customer contacts and stakeholders, including C-Suite, establishing yourself as a trusted advisor who understands their businessDrive successful adoption of Access solutions, leading to retention, renewal, expansion, satisfaction, and advocacyGenerate upsell and expansion revenue through a combination of customer insight, industry knowledge, and product expertiseAdvise customers on best practice and product roadmap, proactively monitoring and driving adoption of features and functionalityCoordinate across internal Access teams to resolve issues, handle Service Improvement Plans, and deliver a consistently excellent customer experienceLead periodic business reviews that surface trends, sentiment, and opportunities for product and service expansion, as well as webinars and product and support workshopsSkillsProven experience in a Customer Success, account management, or post-sales role within an enterprise SaaS environmentTrack record of quickly resolving customer challenges by mobilizing the right resources and influence to achieve goalsSkilled at managing multiple competing priorities under pressure without losing responsiveness or qualityStrong commercial acumen and negotiation skillsConfident delivering presentations to internal and external audiences, both in person and via webinarComfortable building rapport with multiple customer stakeholders, including C-Suite, ensuring strategic and operational alignmentAdept at translating specific product features and capabilities into meaningful customer outcomesFamiliarity with construction ERP, specialty contracting software, or a similarly complex operational platformUnderstanding of the construction industry, specialty contracting, and the operational challenges facing enterprise contractorsSkill analyzing product usage data by customer or segment to inform strategy and identify opportunityAbility to articulate challenging messages and navigate conflict effectivelyBenefits22 days paid time off11 company paid holidaysMedical, dental & vision insurance5% 401(k) company matchA range of other benefits that you can choose fromCompany OverviewThe Access Group is a software consultancy and developer company that provides fully integrated business management software. It was founded in 1991, and is headquartered in Loughborough, Leicestershire, GBR, with a workforce of 5001-10000 employees. Its website is http://www.theaccessgroup.com.