The Access Group
Join to apply for the
Premier Customer Success Manager
role at
The Access Group
What we’re all about SHR is part of Access Group's Hospitality division, delivering innovative B2B SaaS solutions to the hospitality industry. We provide a comprehensive suite of products including distribution, digital marketing, CRM, and revenue management solutions to small-to-medium hotel groups, casinos, and large independent hotels across the Americas.
Description As part of Access Group's commitment to becoming a top performer globally, we're focused on delivering exceptional customer experiences that drive measurable business outcomes and long-term partnerships.
About You
This is a strategic, high-impact role focused on delivering a personalized, high-touch experience to our most valuable Premier customers. As a Premier CSM, you'll own the relationship with the customers, driving measurable business outcomes through proactive engagement, strategic consultation, and value realization.
You'll manage a portfolio of Premier customers ensuring they maximize value from our hospitality solutions while achieving their key business outcomes. This role is critical to protecting Gross Revenue Retention (GRR), supporting Net Revenue Retention (NRR), and building customer advocacy.
Day To Day You Will Strategic Customer Partnership
Own end-to-end customer relationships for Premier SHR customers, serving as their primary point of contact and trusted advisor
Conduct strategic kick-off meetings for new Premier customers, establishing success frameworks and mutual expectations
Lead quarterly business reviews (QBRs) to track progress, demonstrate value, and identify growth opportunities
Partner with customers to define, document, and track key success outcomes through Success Action Plans (SAPs) to deliver measurable outcomes.
Apply the LASER model (Land, Adopt, Service, Expand, Renew) to drive customer lifecycle success
Demonstrate ongoing value realization and ROI from SHR solutions
Adopt a consultative approach, providing strategic recommendations on product usage, feature adoption, and service optimization
Drive adoption and expansion across all SHR products through strategic upselling where appropriate
Cross-Functional Collaboration
Work with Support teams to ensure premier-level case resolution and customer experience
Coordinate with Product teams to share customer feedback and influence roadmap priorities
Support Marketing initiatives including case studies, testimonials, and advocacy programs
Renewal & Growth
Own the renewal process for assigned Premier accounts, ensuring retention is the natural outcome
Identify and develop expansion opportunities including additional products, services, and Flexpoints consumption
Maintain renewal risk assessment (ATR) and implement treatment plans for at-risk customers
Track and report on key metrics including NPS scores, customer health, and success outcome achievement
Data integrity / Salesforce
Maintain detailed customer records in Salesforce, including all interactions, success plans, and outcome tracking
Log all customer engagements as events with proper categorization (CSM Kick Off, CSM Reviews)
Ensure customer contact information is current - including NPS contacts
Provide regular updates to leadership on account status, risks, and opportunities
Understanding of hospitality industry operations, challenges, and key performance indicators
Familiarity with distribution, revenue management, CRM, and digital marketing concepts
Proficiency with Salesforce CRM and related customer success platforms
Comfortable with data analysis and reporting tools
Communication & Presentation Skills
Outstanding verbal and written communication abilities
Experience creating and delivering executive-level presentations
Ability to facilitate productive meetings and workshops
Skilled in value-based conversations and outcome-focused discussions
Requirements Your skills and experience include:
Required Qualifications
3+ years of customer success, account management, or client relationship management experience
Experience in B2B SaaS environments, preferably within hospitality or related industries
Proven track record of managing strategic, high-value customer relationships
Demonstrated success in driving customer outcomes and managing renewal processes
Applicants must be authorized to work in the U.S. without sponsorship from the employer for this opportunity.
What does Access offer you? We are a growing software company, and we deliver what we say we do! We take the development of our people seriously and we will work with you to carve out your success plan and provide opportunities to accelerate your career and make a real difference.
Benefits
22 days paid time off
11 company paid holidays
Medical, dental & vision insurance
401(k) with 5% company match
Short-term and long-term disability insurance
Parental leave for birthing and non-birthing parents
Flexible work environment
Compensation The anticipated base salary for this position is up to $80,000 annually. Final compensation will be determined based on a variety of factors, including location, qualifications, experience, and skill set. Any compensation outside the stated range will be determined in accordance with applicable laws and company policy.
Note:
The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable federal, state, or local law.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
#J-18808-Ljbffr
Premier Customer Success Manager
role at
The Access Group
What we’re all about SHR is part of Access Group's Hospitality division, delivering innovative B2B SaaS solutions to the hospitality industry. We provide a comprehensive suite of products including distribution, digital marketing, CRM, and revenue management solutions to small-to-medium hotel groups, casinos, and large independent hotels across the Americas.
Description As part of Access Group's commitment to becoming a top performer globally, we're focused on delivering exceptional customer experiences that drive measurable business outcomes and long-term partnerships.
About You
This is a strategic, high-impact role focused on delivering a personalized, high-touch experience to our most valuable Premier customers. As a Premier CSM, you'll own the relationship with the customers, driving measurable business outcomes through proactive engagement, strategic consultation, and value realization.
You'll manage a portfolio of Premier customers ensuring they maximize value from our hospitality solutions while achieving their key business outcomes. This role is critical to protecting Gross Revenue Retention (GRR), supporting Net Revenue Retention (NRR), and building customer advocacy.
Day To Day You Will Strategic Customer Partnership
Own end-to-end customer relationships for Premier SHR customers, serving as their primary point of contact and trusted advisor
Conduct strategic kick-off meetings for new Premier customers, establishing success frameworks and mutual expectations
Lead quarterly business reviews (QBRs) to track progress, demonstrate value, and identify growth opportunities
Partner with customers to define, document, and track key success outcomes through Success Action Plans (SAPs) to deliver measurable outcomes.
Apply the LASER model (Land, Adopt, Service, Expand, Renew) to drive customer lifecycle success
Demonstrate ongoing value realization and ROI from SHR solutions
Adopt a consultative approach, providing strategic recommendations on product usage, feature adoption, and service optimization
Drive adoption and expansion across all SHR products through strategic upselling where appropriate
Cross-Functional Collaboration
Work with Support teams to ensure premier-level case resolution and customer experience
Coordinate with Product teams to share customer feedback and influence roadmap priorities
Support Marketing initiatives including case studies, testimonials, and advocacy programs
Renewal & Growth
Own the renewal process for assigned Premier accounts, ensuring retention is the natural outcome
Identify and develop expansion opportunities including additional products, services, and Flexpoints consumption
Maintain renewal risk assessment (ATR) and implement treatment plans for at-risk customers
Track and report on key metrics including NPS scores, customer health, and success outcome achievement
Data integrity / Salesforce
Maintain detailed customer records in Salesforce, including all interactions, success plans, and outcome tracking
Log all customer engagements as events with proper categorization (CSM Kick Off, CSM Reviews)
Ensure customer contact information is current - including NPS contacts
Provide regular updates to leadership on account status, risks, and opportunities
Understanding of hospitality industry operations, challenges, and key performance indicators
Familiarity with distribution, revenue management, CRM, and digital marketing concepts
Proficiency with Salesforce CRM and related customer success platforms
Comfortable with data analysis and reporting tools
Communication & Presentation Skills
Outstanding verbal and written communication abilities
Experience creating and delivering executive-level presentations
Ability to facilitate productive meetings and workshops
Skilled in value-based conversations and outcome-focused discussions
Requirements Your skills and experience include:
Required Qualifications
3+ years of customer success, account management, or client relationship management experience
Experience in B2B SaaS environments, preferably within hospitality or related industries
Proven track record of managing strategic, high-value customer relationships
Demonstrated success in driving customer outcomes and managing renewal processes
Applicants must be authorized to work in the U.S. without sponsorship from the employer for this opportunity.
What does Access offer you? We are a growing software company, and we deliver what we say we do! We take the development of our people seriously and we will work with you to carve out your success plan and provide opportunities to accelerate your career and make a real difference.
Benefits
22 days paid time off
11 company paid holidays
Medical, dental & vision insurance
401(k) with 5% company match
Short-term and long-term disability insurance
Parental leave for birthing and non-birthing parents
Flexible work environment
Compensation The anticipated base salary for this position is up to $80,000 annually. Final compensation will be determined based on a variety of factors, including location, qualifications, experience, and skill set. Any compensation outside the stated range will be determined in accordance with applicable laws and company policy.
Note:
The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable federal, state, or local law.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
#J-18808-Ljbffr