Customer Success Team Manager

Sydney, NSW
Permanent
Full-time

7 days ago

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 flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. 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 youAbout you:You're a passionate people leader with a strong commercial mindset and a track record of driving both customer outcomes and team performance. You care deeply about customer satisfaction, team development, and creating a culture of excellence. You enjoy solving problems, working cross-functionally, and helping customers get real value from software solutions.Day-to-day, you will:

Lead and support a team of Customer Success Managers (CSMs), providing structured onboarding, ongoing coaching, and career growth opportunities.
Ensure delivery against key KPIs such as Gross Revenue Retention, customer engagement, and satisfaction scores, in line with the CSM playbook.
Act as a senior escalation point for customer concerns while working closely with internal teams such as Sales, Support, Product, and Operations.
Identify opportunities for improvement, driving scalable, digital-first initiatives to evolve how we deliver value to our customers.

Your skills and experiences might also include:

Industry knowledge of Accounting & Tax software (MYOB, Xero, or similar) would be ideal
Experience leading high-performing teams in a service-focused environment, preferably in SaaS or tech.
Strong commercial understanding and the ability to drive account growth and retention.
Excellent relationship-building and communication skills, especially when working with senior stakeholders.
A proactive, organised approach with strong problem-solving and escalation-handling abilities.

Core Competencies for this role

Results Orientation & Commercial Drive
Strategic Thinking & Innovation
Leadership & Team Development
Influence & Stakeholder Management
Adaptability & Resilience
Analytical Problem-Solving

What are we all about?The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace.
At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.
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.

The Access Group

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