Customer Success Team Manager

2 weeks ago

Sydney, New South Wales, Australia The Access Group Full time
Overview 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 you.
About 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 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 Saa S or tech.
Strong commercial understanding and the ability to drive

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