Customer Success Manager

You're proactive, commercially aware, and comfortable navigating complex organizations. You know how to build trust with operational teams and senior stakeholders alike, and you bring a consultative mindset to every conversation. You're as comfortable running a strategic business review as you are digging into adoption data to spot an opportunity or a risk before it becomes a problem. This is an AI-enhanced role, so you'll be supported by AI tools and insights, and you'll use them to work smarter across your portfolio.

You'll be a trusted advisor to your customers and a credible internal advocate, and the person who connects the dots between what customers need and what Access can deliver, working alongside Sales, Renewals, and Professional Services to do it.

Day-to-Day, You Will:

• Manage a named portfolio of COINS customers, acting as their primary point of contact and trusted advisor across all stages of their lifecycle.

• Deliver regular business reviews that connect COINS capabilities to each customer's construction business outcomes, demonstrating ongoing and measurable value, and identifying expansion opportunities.

• Build multi-level stakeholder relationships, from project managers and finance teams to C-Suite, establishing Access as a strategic partner, not just a software vendor.

• Develop and execute customer success plans tailored to each customer's business goals, tracking adoption milestones and outcome achievement, partnering with Professional Services on implementation, onboarding, and optimization projects.

• Guide customers through feature optimization and use case opportunities to accelerate adoption of COINS modules, deepening solution value and surfacing upsell opportunities.

• Proactively identify risks using customer health data and AI-powered predictive insights, developing mitigation plans in partnership with Renewals, Support, and Product teams.

• Own customer escalations end-to-end, triage critical issues, coordinate cross-functional resolution, maintain customer communication, and capture learnings to prevent recurrence.

• Partner closely with the Renewals team, sharing early risk signals, health information, and coordinated account strategies to support retention and expansion.

• Translate customer feedback into actionable insights that inform product and service improvements, representing the voice of the customer internally.

• Manage a high volume of customer interactions, using AI-enhanced tools and customer health data to prioritize your time based on risk and opportunity.

Your Skills and Experience Might Include:

Required

• Minimum of 2 years of experience managing customer portfolios in a technology or SaaS environment, with a proven track record of driving product adoption and measurable business outcomes.

• Strong understanding of Customer Success methodologies, frameworks, and best practices.

• Familiarity with SaaS business models, customer health metrics, and retention drivers.

• Excellent written and verbal communication skills, able to engage confidently with both technical and non-technical stakeholders, including senior and executive levels.

• Strong organizational capability to manage multiple accounts and competing priorities effectively.

• Analytical mindset, effectively interpreting customer data, usage patterns, and health metrics to inform strategy and prioritization.

• Relationship-building skills that create genuine trust and long-term engagement depth.

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

Preferred

• Experience with construction ERP, project management software, or a similarly complex operational platform.

• Understanding of the construction industry, specialty contracting, or the operational challenges facing enterprise contractors.

• Familiarity with change management principles relevant to product adoption and usage growth.

• Experience using Customer Success Platforms (CSPs) and CRM tools (e.g. Salesforce, Gainsight).

• Comfort working with AI-enabled tools and data platforms to inform customer strategy.

• Exposure to 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 $70,000 - $80,000 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.

Access COINS is the leading construction ERP trusted by specialty contractors and enterprise construction businesses across North America. As part of The Access Group, we combine deep industry expertise with a commitment to continuous innovation and our Customer Success team is at the heart of how we deliver on that promise.

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.