Premier Customer Success Manager - NHS Software
Posted 1 day 2 hours ago by The Access Group
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Premier Customer Success Manager - NHS Software
This role will be based 3 days a week in the office
We are 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 is 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 will work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, our standard 25 days holiday (which goes up the longer you are with us), and a matched pension scheme, you will also be able to choose from a range of benefits to suit you. We are an organisation that likes to give back, so you will also have one charity day allocated to support a cause that matters to you.
About you:
You are a highly collaborative, strategic professional with a strong background in executive stakeholder engagement, digital transformation, and customer success. With a proven track record of working with NHS leaders, and ideally community mental health organisations, you excel at driving meaningful impact through technology. Acting as a trusted advisor, you align our solutions with our customers priorities, ensuring long-term value realisation. Your ability to manage C-level relationships, articulate ROI, and drive adoption is complemented by your strong organisational skills in orchestrating cross-functional teams, managing success plans, mitigating renewal risks, and ensuring high-value engagement throughout the customer journey.
Day-to-day, you will:
• Own and manage a portfolio of strategic NHS customers and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), ensuring long-term value realisation and advocacy.
• Build trusted partnerships with C-level executives, decision-makers, and key stakeholders.
• Develop and execute tailored customer success plans, ensuring alignment with our customers digital and transformation strategies.
• Act as a strategic advisor, guiding NHS organisations through digital transformation and change management.
• Deliver on key elements of the premier plan service including leading Quarterly Business Reviews (QBRs) and executive briefings, driving engagement and showcasing ROI.
• Use data analytics and success metrics to track adoption trends, predict renewal risks, and drive strategic interventions.
Your skills and experiences might also include:
• Proven experience in senior customer success or consulting roles, ideally within the NHS and the provision of IT solutions, EPRs for community mental health organisations.
• Expertise in stakeholder engagement, change management, and digital transformation in healthcare settings.
• Ability to engage, influence, and build trusted relationships with C-level executives and senior stakeholders.
• Strong commercial acumen, with experience in revenue retention, upsell, cross-sell, and driving business growth.
• Experience leading customer success plans, defining, driving, and measuring business outcomes.
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 are excited about this role, (even if your previous experience does not 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 us make a difference together.
Love Work. Love Life. Be You.
- Seniority level Not Applicable
- Employment type Full-time
- Job function Customer Service
- Industries Software Development
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